Cannot login to Microsoft Office account

Question

I keep getting the following error. I can log into One Drive and other applications, but keep getting this error in only in Office. 'Fix me' just brings up another login window.

Answer 1

Hi,

Is the login Window blank?

It seems like the AADClient isn't working, which facilitates the sign-in into Windows.

Can you try this: In Windows Search, type in PowerShell, right-click on it, and then choose Run as administrator. Run:

Get-AppxPackage *Microsoft.AAD.BrokerPlugin* | Reset-AppxPackage

Also in an elevated CMD the following:

RunDll32.exe InetCpl.cpl,ResetIEtoDefaults

Good luck!

Answer 2

This behavior is typically caused by stale or conflicting cached identities and tokens on the device. Clearing those Office/OneDrive identity caches and then signing in again usually resolves the endless “Fix me”/sign‑in loop.

Follow these steps on the affected PC:

1. Close all Office apps
   • Close Word, Excel, Outlook, OneNote, Teams, and OneDrive sync client.
2. Remove cached identity folders
   • Open File Explorer.
   • In the address bar, paste each path below (one at a time) and press Enter.
   • When the folder opens, delete everything inside it:
     • %LocalAppData%\Microsoft\OneAuth
     • %LocalAppData%\Microsoft\IdentityCache
   • If present, also clear the following (from the Q&A guidance):
     • %LocalAppData%\Packages\Microsoft.AAD.BrokerPlugin_cw5n1h2txyewy
     • %LocalAppData%\Microsoft\TokenBroker
3. Restart Windows
   • Restart the computer to release any remaining locks on those caches.
4. Start OneDrive and Office and sign in once
   • Launch OneDrive first and sign in with the correct Microsoft account.
   • Then open Word (or another Office app), go to File > Account and use Sign in with the same account.
   • The account error banner should clear and connected services should load normally.

If the issue persists, also check for multiple cached Office identities in the registry as described for error 0x8004dec5 and 0x8004de80/0x8004de86, and remove the Identity key under HKEY_CURRENT_USER\SOFTWARE\Microsoft\Office\16.0\Common\Identity (after backing up the registry), then repeat the sign‑in.

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References:

• Error 0x8004dec5 when signing in to OneDrive
• Error 0x8004de80 or 0x8004de86 when signing in to OneDrive
• How to fix the issue with MS Office asking you to log in every time you open an Office app - Microsoft Q&A