Can't login in Outlook by using my KTH email address

Question

{"SessionId":"6ed25bed-4328-624e-b9fb-92751de2a158","Timestamp":1771233400222,"Error":"INTERACTIONREQUIRED"}

Answer 1

Hello Xintong Mao,

Just following up. Your description lacks the environmental context necessary for a definitive fix. Are you utilizing the classic Outlook desktop client or the New Outlook app, and is this device personally owned or managed directly by the KTH IT department? Instead of immediately purging the global SSO state, the best practice is to isolate and clear the specific Office WAM cache. You can accomplish this by closing Outlook, navigating to %localappdata%\Packages\Microsoft.AAD.BrokerPlugin_cw5n1h2txyewy, and deleting the LocalState folder. Follow this by forcing a fresh interactive prompt by clearing the cached identity string in the registry at HKEY_CURRENT_USER\Software\Microsoft\Office\16.0\Common\Identity\Identities. If you are on a university-managed device, aggressive actions like disconnecting the work account can sever vital management certificates, so please clarify your device management state and client version before proceeding further.

VP

Answer 2

Hello Xintong Mao,

Your description lacks critical details, specifically the OS build version and whether the device is Hybrid Azure AD Joined or standard Entra Joined, which prevents me from determining if this is a simple token cache issue or a deeper device registration failure.

To resolve this with precision, you must first validate the Primary Refresh Token (PRT) status before attempting any application repairs. You should run dsregcmd /status in an elevated command prompt and check the "SSO State" section; if PRT reads "NO," the device authentication is broken at the kernel level, and no amount of Outlook troubleshooting will fix it. In that specific scenario, the "best practice" resolution is to navigate to Windows Settings > Accounts > Access work or school, disconnect the KTH account to purge the stale broker entry, and then re-authenticate, which forces the acquisition of a fresh Azure AD token.

Hope you found something useful in the answer. If it helped you get more insight into the issue, please consider accepting it. Thank you and have a nice day!

VP

Answer 3

If you're having trouble logging into Outlook with your KTH email address and receiving an error message indicating that "INTERACTIONREQUIRED," it may be due to several factors. Here are some steps you can take to troubleshoot the issue:

1. Check Your Credentials: Ensure that you are entering the correct email address and password. Sometimes, a simple typo can cause login issues.
2. Account Status: Verify if your account is active and not blocked. If you have attempted to log in multiple times unsuccessfully, your account might be temporarily locked.
3. Security Software: If you have security software installed, it might interfere with the sign-in process. Consider temporarily disabling it to see if it resolves the issue.
4. Clear Cache and Cookies: Sometimes, browser cache or cookies can cause issues with logging in. Clear your browser's cache and cookies and try again.
5. Use the Microsoft Support and Recovery Assistant: This tool can help diagnose and fix issues with Outlook. You can run a scan to check for known issues and follow the prompts to resolve them.

If the problem persists after trying these steps, you may need to contact your IT support or system administrator for further assistance.

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References:

• Can't sign in to Microsoft 365 desktop applications
• "Something went wrong during sign-in" error when you access Dynamics 365 App for Outlook