Trouble signing into OneDrive app on computer

Question

When I hit the button to sign into OneDrive, it informs me that I have two accounts: personal and business (which is true) and asks me to pick one to sign into first. Regardless of which account I choose, the "loading" graphic just spins and spins but I never get signed in.

Answer 1

Hi @Bill Malloy,

Thank you for reaching out to the Microsoft Q&A Forum.

From your description, it appears you’re experiencing a OneDrive sign-in loop where the app prompts you to choose between your personal and business accounts but never completes the login, only showing a spinning “loading” icon. This behavior is often linked to cached credentials, outdated app versions, or conflicts between multiple accounts.

To help resolve this, I’d like to guide you through some steps:

In most case, resetting OneDrive will help resolves the issue. You can follow the instructions in this article: Reset OneDrive - Microsoft Support

If the issue persists after you reset your OneDrive, then you can start clearing your credentials cache:

1. Sign out of your accounts in the OneDrive and Office apps and then close all Office apps.
2. Open File Explorer, paste the following path, and delete all files and folders: %localappdata%\Packages\Microsoft.AAD.BrokerPlugin_cw5n1h2txyewy
3. Go to Settings > Accounts > Access work or school.
4. Check to see if you can see your school account under "Access work or school."

• If you can see it, select it and click Disconnect. Then, click Connect and sign in again with your corporate account to register the device. Next, clear the cached credentials:

1. Open the Control Panel on your PC.
2. Go to User Accounts → Credential Manager.

• In both the Windows Credentials and Generic Credentials sections, look for any entry related to your Microsoft 365 account.
  • Select and remove these entries.
    • Restart your computer and try to add your account again in OneDrive.

Download the OLicenseCleanup.vbs file and run it. As such, you can use this package to remove the license, delete identities cached in the HKCU registry, and remove credentials. For more details, see this article: Reset the activation state of Microsoft 365 Apps for enterprise.

• Restart your device.
• Reopen the OneDrive and sign in with the correct account.

Note: Please understand that our initial response does not always resolve the issue immediately. However, with your help and more detailed information, we can work together to find a solution. 

I hope this information is helpful. Please follow these steps and let me know if it works for you. If not, we can work together to resolve this. 

Thank you for your patience and your understanding. If you have any questions, please feel free to reach out. 

I'm looking forward to your reply. 

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Answer 2

Thank you for the detailed response. Unfortunately, after completing all of the steps, I am experiencing the same "loading" icon spinning without actually logging me in.

Answer 3

Hi @Bill Malloy,

Thank you for your confirmation that your issue has been resolved.

If you have any other questions or need help with anything else, please feel free to raise that question to the forum.

We're happy to help.