Team and outlook authentication issue

Question

Team and outlook authentication issue

Nandan NK 55

Our users have been using Windows 11 devices for years, but recently few users have started experiencing Teams and Outlook authentication issues every 2–3 hours. They are receiving the error shown below.

I have tried clearing the cache and verified that the devices are hybrid Azure AD joined, with Azure PRT set to “Yes.” Restarting the machine temporarily resolves the issue, but it returns after some time.

We have also reinstalled Office and performed a repair, but the issue persists.

Could someone please assist in identifying and fixing this issue?

User's image

0 comments

2 answers

Your answer

Answer 1

The behavior matches intermittent failures in the Windows Web Account Manager (WAM) / token broker layer that affect all Microsoft 365 apps (Teams, Outlook, Office). Restarting the device temporarily restores the WAM components, which is why sign-in works again for a while.

Use these steps to stabilize authentication on affected Windows 11 devices:

Repair the WAM and Cloud Experience Host packages

Open Windows PowerShell (Admin).

For work/school accounts (Entra ID):

     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

For personal accounts (if any Outlook.com/consumer accounts are also used on the device):

     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

After the commands complete, restart the device and test Teams/Outlook sign-in over several hours.

Avoid unsupported profile roaming of token data
- On any VDI/roaming-profile solution, verify that no data under %localappdata% is roamed for the following paths and keys:
  - %localappdata%\Packages\Microsoft.AAD.BrokerPlugin_cw5n1h2txyewy
  - %localappdata%\Packages\Microsoft.Windows.CloudExperienceHost_cw5n1h2txyewy
  - %localappdata%\Packages\<any app package>\AC\TokenBroker
  - %localappdata%\Microsoft\TokenBroker
  - HKCU\SOFTWARE\Microsoft\IdentityCRL
  - HKCU\SOFTWARE\Microsoft\Windows\CurrentVersion\AAD
  - HKCU\SOFTWARE\Microsoft\Windows NT\CurrentVersion\WorkplaceJoin
- Ensure the work account’s MS-Organization-Access certificate is not being roamed between devices.
- If these items are being captured by a profile or migration tool, exclude them and test again.
Check for impersonation or elevation scenarios
- Make sure Outlook and Teams are always started in the same user context as the signed-in Windows session.
- Do not launch Office apps with Run as different user, Run as administrator (for a different account), or via server-side automation tools. These patterns can invalidate logon sessions and cause errors such as code 2147943811/2147943712.
Run the Microsoft 365 sign-in troubleshooter
- On an affected device, run the Microsoft 365 Sign-in troubleshooter (aka.ms/SaRA-OfficeSignIn-sarahome).
- Apply any fixes it suggests for Office/Teams authentication.
If the issue persists across multiple users/devices
- Collect MSOAID logs from an affected machine and have the tenant admin open a support ticket from the Microsoft 365 admin portal, attaching the logs. This allows Microsoft to analyze the correlation IDs and error codes shown in the “Something went wrong [4wbr5] / Code: 2147943811” dialog.
- As a temporary workaround while the root cause is investigated, users can access mail via Outlook on the web and Teams in the browser.

These steps address the most common causes of recurring Microsoft 365 authentication failures on Windows 10/11: corrupted WAM packages, unsupported roaming of token/certificate data, and invalid logon sessions due to impersonation.

References:

Answer 2

Kai-L 17,480 Microsoft External Staff Moderator

Dear @Nandan NK,

Good day, and I appreciate the detailed description of your issue. From my research, this is a well-known authentication problem (especially on Hybrid Azure AD joined Windows 11 devices) related to the Web Account Manager (WAM), Primary Refresh Token (PRT), and corrupted identity/token caches. The fact that it returns every 2-3 hours and a restart temporarily fixes it strongly points to a token refresh or cache corruption issue. Please try the following steps and see if they help.

1.Clear the problematic identity caches

Fully close all Microsoft apps: Teams, Outlook, OneDrive, Edge, Word, Excel, etc. (check Task Manager > End any Microsoft processes).

Open File Explorer and go to these folders (copy-paste the paths):

%localappdata%\Microsoft\OneAuth

%localappdata%\Microsoft\IdentityCache

Cut (not copy) both folders and paste them to your Desktop (this backs them up).
Restart the computer.
Sign back into Teams and Outlook.

Windows will recreate fresh versions of these folders. This resolves the issue for many users.

2.Reset the Microsoft AAD Broker Plugin

Close all Microsoft apps.
Go to this folder: %localappdata%\Packages\Microsoft.AAD.BrokerPlugin_cw5n1h2txyewy
Rename the folder to: Microsoft.AAD.BrokerPlugin_cw5n1h2txyewy.OLD
Restart the PC and sign in again.

3.Check for multiple work or school accounts

Go to Windows Settings > Accounts > Access work or school.
If you see more than one account (especially from another organization, old tenant, or personal account), remove the extra ones.
Keep only your primary company account.
Restart and test.

4.Contact technical support

If the problem continues after the steps above, please contact your IT support and provide them with the correlation ID, error codes, device details, the troubleshooting steps you’ve already tried (including the information shared here).

They can review:

Conditional Access policies
Recent authentication or policy changes
Possible duplicate or stale identity references in the tenant

Additionally, if the issue continues or requires deeper investigation, they can also submit a support request directly with Microsoft Support. A support engineer will be able to review the diagnostics, investigate the issue in more detail, and escalate it internally if further attention is required.

I hope this information is helpful. Please follow these steps and let me know if it works for you. If not, we can work together to resolve this. Thank you for your patience and understanding. If you have any questions or need further assistance, please feel free to share them in the comments so I can continue to support you. I'm looking forward to your reply.

If the answer is helpful, please click "Accept Answer" and kindly upvote it.

Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.

Kai-L 17,480 Reputation points Microsoft External Staff Moderator

2026-05-01T15:41:32.1933333+00:00

Dear @Nandan NK,

It has been a while and I am writing to see how things are going with this issue. If there’s anything else I can assist you with or if you need further clarification, please don’t hesitate to let me know, I’m here to help. Looking forward to hearing from you. Wishing you a great day ahead!
Nandan NK 55 Reputation points

2026-05-01T16:32:04+00:00

I have tried all the above steps, and nothing helped us to resolve the issue. also, we noticed user are getting below error.
Kai-L 17,480 Reputation points Microsoft External Staff Moderator

2026-05-01T17:30:27.75+00:00
Dear @Nandan NK,

Thank you for your update, and I’m really sorry to hear that the previous steps didn’t resolve the issue.

From your description, the errors you’re seeing often appear together. The “No internet” banner is commonly reported even when connectivity is working normally, typically when Teams has trouble detecting network status or refreshing authentication tokens. The authentication error that follows is usually triggered when Teams attempts to re‑authenticate after that connection disruption.

Since the earlier steps did not help, let’s go a bit deeper with some additional troubleshooting.

1.Quick immediate checks

Fully quit Teams (not just close the window):

Right-click the Teams icon in the system tray (bottom-right, near the clock) > Quit.

Wait 10 seconds, then reopen Teams.

Restart the computer (this resolves many "No internet" + auth issues, especially after recent Windows updates).

2.Clear Teams Cache

Type settings in the search box, and then select the Settings app from the results.

Select Apps > Installed apps, and then type Microsoft Teams in the search box.

Locate the New Microsoft Teams app from the results, select the More options button (...) on the right, and then select Advanced options.

In the Reset section, select Reset.

Restart Teams.

For reference: Clear the Teams client cache - Microsoft Teams | Microsoft Learn

3.Check LAN settings

Sometimes incorrect network detection settings can cause the “No internet” message:

Open Control Panel > Internet Options.

Go to the Connections tab > click LAN settings.

Make sure "Automatically detect settings" is checked.

Uncheck "Use a proxy server" unless your company requires one.

4.Additional recommended checks

Update Windows: Go to Settings > Windows Update and install all available updates (including optional ones). There have been known Windows updates in 2026 that cause exactly these "No internet" + auth problems.

Reinstall Teams:

Uninstall Teams via Settings > Apps > Installed apps.

Download the latest version from teams.microsoft.com or the Microsoft Store.

Sign out and sign in with your work account only (try in the web version first at teams.microsoft.com to confirm your account works).

If the issue continues after trying the steps above, I would also recommend involving your IT administrator or submitting a support request with Microsoft Support, as they can review backend authentication details and policies affecting your account. For detailed instructions on how to get support, please refer to Get support - Microsoft 365 admin. If you don't know who your IT administrator is, please refer to this article: How do I find my Microsoft 365 admin? - Microsoft Support

I hope this helps move things forward. Please try these steps and let me know how it goes.

Thank you for your patience and understanding throughout this troubleshooting process. I look forward to your update.
Kai-L 17,480 Reputation points Microsoft External Staff Moderator

2026-05-04T16:47:55.1366667+00:00

Dear @Nandan NK,

I hope you are having a great day so far.

I'm reaching out again to follow up on your issue and check if everything has been resolved. My goal is to ensure your experience remains smooth and hassle-free. If you have any further questions, feel free to tag me in your reply so I can assist you directly. Looking forward to your update.
ДБТХ Нямсүрэн 0 Reputation points

2026-06-24T10:57:44.2633333+00:00
I faced the same issue and fixed it by clearing the Teams cache.

Steps:

Press Win + R and type: %LocalAppData%\Packages\MSTeams_8wekyb3d8bbwe\LocalCache

Press Enter

Delete all folders inside (Local, LocalLow, Microsoft, Roaming)

Restart your computer

Open Teams and sign in again

Then open Outlook

After this, the issue was resolved.