error 657xr when signing into outlook but works on teams

Question

I'm getting error 657xr when sigining intomy outlook on my pc but it works for teams, on the web and on my phone. I tried the removing of school account troubleshooting method still nothing

Answer 1

Hi,

Based on your description, since you're able to sign in to Teams, Outlook on the web, and your phone, the issue appears to be isolated to Classic Outlook on your Windows PC. This may be related to the authentication cache or your organization's sign-in policies.

Could you please try the following steps and see if the issue persists?

1. Sign out of your account from all Office applications, then close all Office apps.
2. Open File Explorer, paste the following path into the address bar, and delete all files and folders inside:

%localappdata%\Packages\Microsoft.AAD.BrokerPlugin_cw5n1h2txyewy

1. In the Windows search bar, search for Access work or school.
2. Check whether your work or school account is listed there.
   • If you don't see it, select Connect and add your account.
   • If it is already listed, select it, choose Disconnect, then restart your PC. After the restart, go back to Access work or school, select Connect, and sign in again to re-register the device.
3. Open an Office application, such as Word, sign in with the same account, and then try signing in to Classic Outlook again.

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Answer 2

Since Teams works but Classic Outlook on the PC fails, the issue is likely with cached Outlook/Microsoft 365 sign-in data on that Windows device rather than the account itself.

Try this in order:

1. Sign out of all Office apps
   • Sign out from Outlook, Word, Excel, and other Office apps.
   • Close all Office apps completely.
2. Clear the local AAD broker cache
   • Open File Explorer.
   • Go to: %localappdata%\Packages\Microsoft.AAD.BrokerPlugin_cw5n1h2txyewy
   • Delete the files and folders inside.
   • Risk: this removes cached sign-in data, so sign-in will be required again.
3. Clear cached Windows credentials
   • Open Control Panel > User Accounts > Credential Manager.
   • Check both Windows Credentials and Generic Credentials.
   • Remove entries related to the Microsoft 365/work or school account.
   • Risk: removing the wrong credential can sign other apps out, so remove only entries related to the affected account.
4. Re-check device registration
   • Open Settings > Accounts > Access work or school.
   • Since disconnect/reconnect was already tried, verify the work or school account is present after reconnect.
   • If it is missing, select Connect and add it again.
5. Restart the PC
   • Restart Windows after the cache and credential cleanup.
6. Test sign-in from another Office app first
   • Open Word or another Office app.
   • Sign in with the work or school account.
   • Then open Outlook and test again.
7. If Outlook still fails, create a new Outlook profile
   • One accepted resolution for 657rx indicates creating a new profile if reconnecting the account and clearing cached sign-in data do not help.
   • This is the next supported step when the existing Outlook profile continues to fail.

Also note: if the problem is actually a password issue for the work or school account, password reset is available only if the admin allows self-service reset; otherwise the admin must assist.

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