persistent "Sign-in Required" loop

Question

Im running Office 365 (Version 16.9x) on macOS Sequoia. After our recent mandatory password rotation, several users are stuck in a "Sign-in Required" loop. Even after entering credentials and seeing the "Success" message, the yellow bar reappears seconds later, and the app reverts to a "Read-Only" state.

​I've already tried the standard Microsoft Office License Removal Tool, but the issue returns as soon as the user restarts the application.

Answer 1

Please don't go ripping anything out — at least not at this point...

The version you cited [16.9x] is seriously out of date. the present Current Channel release of Mac Office is 16.106 as of earlier this month. Use Help> Check for Updates to bring the software up to date then restart the Mac.

If Microsoft AutoUpdate [MAU] indicates no updates available it's probably because it is equally out of date. In that case use this link to update MAU then update Office.

Make sure Sequoia is fully update also [15.7.3 is the current release].

Answer 2

Dear Tommie BowmanThank you for reaching out to the Microsoft Q&A forum.

Since you’ve already used the Office License Removal Tool but your users are still facing the loop, please ask them to do the following to fully clear cached credentials on macOS.

1> Quit all Microsoft Office apps completely (Word, Excel, PowerPoint, Outlook, OneNote).

2> Open Finder and delete the Identity/Identities folder under: ~/Library/Group Containers/UBF8T346G9.Office/

3> Open Keychain Access, search for the following terms, and delete all related entries:

• Microsoft Office
• ADAL
• MSOID

4> Restart your Mac and open any Office app and sign in again using work account.

Alternatively, you can fully reset cached credentials on macOS by quitting all Microsoft Office apps completely. Then open Spotlight (Command + Space), search for Terminal, and run the command below, pressing Return afterward: defaults write com.microsoft.Word ResetOneAuthCreds -bool YES

Open Microsoft Word (or any Office app) and sign in again using work account.

I hope this helps. Please have your users try the steps above, and let me know the results. If the issue still persists, I’ll be glad to help you further.

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