MS Office apps not authenticating after password change

Question

Hi All, I recently changed my Microsoft password. After password change all MS Office apps have stopped synching in my non-admin windows account. In my admin windows account the apps are synching. But i dont want to use the admin account for day to day work and want to keep using my non-admin account. In the non-admin account the MS Office apps show sign in message and when I try to sign in I get no internet connection error but the Internet is working perfectly ok. Please help as I have tried multiple options suggested by co-pilot including reinstall but none of them worked.

Thank you,

Pushkar Dighe

Answer 1

Follow these steps on the non-admin Windows account where Office apps fail to authenticate:

1. Repair the account sign-in components (WAM plug-in) The symptoms (Office apps stuck on sign-in, “no internet” despite connectivity) match known issues with the Microsoft Entra WAM plug-in (Microsoft.AAD.BrokerPlugin) and related packages. a. Sign in to Windows with the non-admin account. b. Right-click the Start button and select Windows PowerShell (Admin) (run as administrator; this affects all users). c. If prompted by UAC, select Yes. d. Run this command to repair the WAM plug-in for work/school accounts:

      if (-not (Get-AppxPackage Microsoft.AAD.BrokerPlugin)) {
          Add-AppxPackage -Register "$env:windir\SystemApps\Microsoft.AAD.BrokerPlugin_cw5n1h2txyewy\Appxmanifest.xml" -DisableDevelopmentMode -ForceApplicationShutdown
      }
      Get-AppxPackage Microsoft.AAD.BrokerPlugin
   

   e. If using a personal Microsoft account (Outlook.com, Hotmail.com, etc.), also run:

      if (-not (Get-AppxPackage Microsoft.Windows.CloudExperienceHost)) {
          Add-AppxPackage -Register "$env:windir\SystemApps\Microsoft.Windows.CloudExperienceHost_cw5n1h2txyewy\Appxmanifest.xml" -DisableDevelopmentMode -ForceApplicationShutdown
      }
      Get-AppxPackage Microsoft.Windows.CloudExperienceHost
   

   f. Restart the PC, sign back into the non-admin account, and try signing into an Office app again.
2. Check for security software interference Security software can block the WAM plug-in and cause blank or stuck sign-in windows and connection errors. a. On the non-admin account, temporarily disable or pause any third-party antivirus, firewall, or web security/inspection tools (if allowed in the environment). b. Try signing into Word/Outlook/Teams again. c. If sign-in works with security software disabled, configure that software to allow or exclude:
   • Microsoft.AAD.BrokerPlugin_cw5n1h2txyewy
   • Microsoft.Windows.CloudExperienceHost_cw5n1h2txyewy
3. Clear cached Office identity data for that profile If the profile still loops on sign-in, clear the local Office identity cache for the non-admin user (this affects only that user’s Office sign-in state): a. Close all Office apps. b. In File Explorer, go to: C:\Users\<non-admin-username>\AppData\Local\Microsoft\ c. Delete the folders:
   • identitycache
   • oneauth d. Restart the PC and sign into the non-admin account. e. Open an Office app and sign in with the updated password.
4. If the sign-in window is blank or stuck If the sign-in window appears but stays blank or “Signing in…” indefinitely, this is also associated with WAM and security restrictions. After completing step 1, verify that any identity or proxy servers used in the environment are accessible over HTTPS, as WAM blocks non-HTTPS identity endpoints.
5. If the issue persists only on this Windows profile If admin account works and non-admin still fails after the above: a. Create a new standard (non-admin) Windows user account. b. Sign into Windows with the new account. c. Sign into Office apps with the Microsoft account and confirm sync works. d. If successful, migrate files/settings from the old non-admin profile to the new one.

These steps target the known WAM/Office sign-in issues that cause “no internet” or stuck sign-in behavior specifically on certain Windows profiles.

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References:

• Fix authentication issues in Microsoft 365 apps when you try to connect to a Microsoft 365 service
• Error “Something Went Wrong [1001]” signing in to Microsoft 365 Desktop Applications
• Can't sign in to Microsoft 365 desktop applications
• How to troubleshoot non-browser apps that can't sign in to Microsoft 365, Azure, or Intune
• How to fix the issue with MS Office asking you to log in every time you open an Office app - Microsoft Q&A