How to fix outlook refusing to allow to me sign in to my school email

Question

Every time I try to add my school email to the Outlook app on my computer, it gives me an error and states something went wrong, along with tag 7ita9

Correlation Id: [Moderator note: personal info removed]

Timestamp: 2026-02-16T15:23:13.000Z

DPTI: [Moderator note: personal info removed]

Message: An unexpected error occurred.

Tag: 7ita9

Code: 3399811147

I have already tried deleting and reinstalling the app.

Answer 1

Dear @Estrada, Adrian,

Thank you for reaching out to Microsoft Q&A forum.

I understand that you’re encountering difficulties adding your school account to your device. As a forum moderator, I wish I could directly access your account or investigate the backend systems to resolve this for you. However, our role here is limited to providing general guidance and solutions that users can apply themselves.

Based on your description and my research, the tag 7ita9 and code 3399811147 point to an issue with the Windows Identity Broker. This suggests that the problem isn’t related to the Outlook app itself, which is why reinstalling it didn’t resolve the issue.

Instead, Windows is having trouble registering your device with your school’s security server (Entra ID). This often occurs when there is a problem with the local "Trusted Platform Module" (TPM), which prevents the school’s security policies from verifying your device.

Please try the following steps to see if they help resolve the issue:

1.Disconnect and Reconnect the School Account

This is the most effective way to reset the "handshake" between your computer and your school’s system.

1. Close all Office apps (Outlook, Teams, Word).
2. Go to the Windows Start Menu and select Settings (the gear icon).
3. Navigate to Accounts > Access work or school.
4. Find your school email address in the list. Click it and select Disconnect. (Don't worry, this won't delete your emails; it just removes the local login bond).
5. Restart your computer.
6. Return to Access work or school and click Connect.
7. Sign in with your school credentials. When it asks, "Allow my organization to manage my device," ensure the box is checked and click OK.

2.Clear the Identity Broker Cache

If Step 1 fails, this issue might be caused by a corrupted folder where Windows stores login "tokens."

1. Open File Explorer and paste the following path into the address bar: %localappdata%\Packages\Microsoft.AAD.BrokerPlugin_cw5n1h2txyewy\AC\TokenBroker\Accounts
2. Delete all the files in this folder.
3. Navigate to this second path: %localappdata%\Packages\Microsoft.Windows.CloudExperienceHost_cw5n1h2txyewy\AC\TokenBroker\Accounts
4. Delete all the files here as well.
5. Restart Outlook and try to sign in again.

If none of the above solutions work, let me know in the comments for further investigation. Please note 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. Thank you for your patience and understanding. I'm looking forward to your reply. 

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Answer 2

If you're encountering an error while trying to sign in to your school email in the Outlook app, here are some steps you can take to troubleshoot the issue:

1. Check Account Type: Ensure that you are using a "Work or School" account that is associated with a Microsoft Entra Directory or Office 365 tenant. If your account type is different, it may cause sign-in issues.
2. Clear Credentials: Sometimes, stored credentials can cause problems. You can clear them by going to the Credential Manager in Windows and removing any entries related to Outlook or your school email.
3. Check for Tenant Restrictions: Your IT department may have set restrictions that prevent access. Contact them to ensure that the necessary URLs are allowed, such as login.microsoftonline.com.
4. Reinstall Outlook: Since you have already tried reinstalling the app, make sure to completely remove all associated files before reinstalling. This includes checking for any remaining Outlook folders in your user profile.
5. Use Safe Mode: Try starting Outlook in Safe Mode. You can do this by holding down the Ctrl key while launching Outlook, which may help bypass any add-ins that could be causing issues.
6. Check for Updates: Ensure that your Outlook app and Windows are fully updated. Sometimes, updates can resolve underlying issues.
7. Contact Support: If the problem persists, consider reaching out to your school's IT support for further assistance, as they may have specific configurations or insights regarding your account.

These steps should help you troubleshoot the sign-in issue with your school email in Outlook.