Correlation id, Timestamp, error and Tag : 7q6ch

Question

Correlation Id: [Moderator note: personal info removed]

Timestamp: 2026-02-16T00:55:58.000Z

DPTI: [Moderator note: personal info removed]

Message: An unexpected error occurred.

Tag: 7q6ch

Code: 0

Answer 1

Dear @Khir Johari,
From what you shared, I understand you’re trying to sign in to OneDrive for Business on your Windows laptop, but you see “An unexpected error occurred” (Tag: 7q6ch). It happens on one device only, and it started after a Windows Security update on 12/2/2026. You already tried uninstalling Windows Security and also removed PreSignInSettingsConfig.json as suggested.

I’m sorry for the trouble when this happens on only one device after an update, it usually means the saved sign-in information on that laptop needs a deeper refresh. The troubleshooting screen message “Number of retry attempts exceeds expectation” commonly appears after repeated sign-in attempts, and resetting the device’s cached credentials/work account connection typically helps.
Could you please confirm whether you can sign in to OneDrive on the web with the same work account on this laptop?

You could try those steps below:
1/ Remove saved work/Office credentials (on the laptop)

Open Control Panel > Credential Manager > Windows Credentials

Remove entries related to your Microsoft work account / Office (for example: MicrosoftOffice / MicrosoftAccount / your work email)

Restart the laptop, then try OneDrive sign‑in again.

2/ Reconnect your work account in Windows

Go to Settings > Accounts > Access work or school

Select your work account > Disconnect

Restart the laptop

Go back and Connect the work account again

Open OneDrive and sign in.

If it still happens: reinstall OneDrive

If the steps above do not help, uninstall and reinstall OneDrive (this does not delete your cloud files; you can still access them online).

Thank you for your cooperation.

Answer 2

Dear @Khir Johari,
Thank you for contacting Microsoft Support. I understand that you’re trying to sign in to Microsoft 365 OneDrive for Business on Windows and you’re getting “An unexpected error occurred” with Tag: 7q6ch

To better assistance, could you please confirm following information:

Are you seeing this error in the OneDrive sync app on Windows, or only when signing in via a web browser?

Can you sign in successfully to OneDrive on the web using the same account while the desktop app fails?

Is this happening on one device only or multiple devices?

Is the affected account a work/school Microsoft 365 account (organization email) or a personal Microsoft account?

When did it start (after a Windows/Office update, password change, or device/hardware change)?

Are you using any VPN/proxy or security software that might filter sign-in traffic? If you switch networks (e.g., mobile hotspot), does the behavior change?

Does the same issue occur in an InPrivate/Incognito browser session?

Are you trying to open a shared link someone sent you, or is this happening when signing in to sync your own OneDrive?

In the meantime, please try this official Clear OneDrive cached credentials:

1. Close OneDrive.
2. Press Windows + R and open: %localappdata%\Microsoft\OneDrive\settings
3. Delete: PreSignInSettingsConfig.json
4. Restart OneDrive and try signing in again.

If the issue persists, please share the screenshot of the issue (please remove your personal information like Correlation Id, your ID, email, and so on)
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 truly appreciate your patience and understanding. If you have any further questions or need further clarification, please feel free to reach out. I'm looking forward to hearing from you. 

Thank you for your cooperation.

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Answer 3

One device only, login to my laptop. this happen when I update latest window security on 12/2/2026. I already uninstall the window security system and follow your instructions.

Account a work Microsoft 365 account (organization email).

Answer 4

When login id using my lap top. can not login appear above msg

Answer 5

The error message "An unexpected error occurred" with the provided Correlation Id and Timestamp suggests that there may be an issue related to the service you are using. Unfortunately, the context provided does not specify the exact nature of the unexpected error or how to resolve it. However, if you are dealing with Microsoft services, it may be beneficial to check for any service outages or issues related to the specific service you are using, such as Microsoft 365 or OneDrive.

For further troubleshooting, you might want to consider the following steps:

1. Verify if the Correlation Id can provide more details in the service logs.
2. Check the service status page for any known issues.
3. Review any recent changes in your environment that might have triggered the error.

If the issue persists, contacting Microsoft support with the Correlation Id and Timestamp may help in diagnosing the problem more effectively.

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References:

• UnexpectedError class
• Correlation