Can't sign in on laptop

Question

I signed up for Microsoft 365 subscription of 1TB and it has reflected on my Microsoft account.

I also downloaded and installed the updated Microsoft 365.

However, I have been unable to sign into my account on the app on my laptop. I can sign into it on the web but it just shows error code 1068, tag: 7q6ca when I try to sign in on the installed app.

Please what is the fix for this?

Answer 1

Hello,

This is a Microsoft 365 personal subscription right, I mean, it is not a business one, right?

If so, try this on your computer.

Go to Settings > Apps > Installed Apps, uninstall anything Microsoft 365 or Office apps related.

Can you go to your Windows Settings > Accounts > Access Work or School (note, it is the briefcase icon, not the envelope icon). Then see if the organization email address is still listed? If so, click on it and then disconnect it.

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Next, type contro panel in the search on the taskbar to launch it, then go to Credential Manager > Windows credential tab, look for anything referencing the organization account, right click and delete all that is found.

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Hold down Windows + R keys, copy and paste the following path into the run box (one at a time please), and press enter to launch the folder. When it is launched, delete everything in the folder. If you run into any sub folder that will not allow you to delete, go into that sub folder, and delete from within.

%LocalAppData%\Packages\MSTeams_8wekyb3d8bbwe

%LocalAppData%\Packages\Microsoft.AAD.BrokerPlugin_cw5n1h2txyewy

%LocalAppData%\Microsoft\OneAuth

%LocalAppData%\Microsoft\TokenBroker

%LocalAppData%\Microsoft\IdentityCache

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Restart the computer after that. Please go to https://www.office.com

Sign into the Microsoft account you used for the subscription. Click on Apps on the left.

Then on the upper right, click on "Install apps". This will now download the installer file. Once downloaded, click on the file to install. It will install the Desktop version of the apps for you then.

https://support.microsoft.com/office/download-install-or-reinstall-microsoft-365-or-office-2024-on-a-pc-or-mac-4414eaaf-0478-48be-9c42-23adc4716658ce