Showing "Something went wrong"

Question

Showing "Something went wrong"

Jimmy Zhang 0

Showing "Something went wrong" after I trying to log into my school account on my laptop and any Microsoft apps like Word, Powerpoint. My laptop is Windows 11 home and the license of school account is A5.

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Answer 1

Jade Ng 15,945 Microsoft External Staff Moderator

Dear Jimmy Zhang,

Based on your description, you are receiving a generic “Something went wrong” message when trying to sign in to Office desktop applications.

First, please help me try the following steps and check if it helps:

1. Confirm whether the account works in a browser:

First, please open an InPrivate or Incognito browser window and sign in to Microsoft 365 using the same school account. Then, check whether the same error still appears.

2. Update Windows and Microsoft 365:

Please make sure Windows and your Office 365 applications are fully updated, then restart the computer.

3. Sign out of existing Microsoft 365 accounts:

Open a Microsoft 365 application such as Word and sign out of any accounts that are currently connected.

4. Check the Windows work or school account

Open Settings from the Start menu.
Go to Accounts > Access work or school.
Check whether your school account or any old work or school accounts are listed there and click Disconnect.

5. Clear Cached Credentials:

Press Windows + R to open the Run dialog.
Type control and hit Enter to open the Control Panel.
Navigate to User Accounts > Credential Manager > Windows Credentials.
Remove any stored credentials related to your Microsoft account.

6.Repair Office:

Open Settings > Apps > Installed apps, locate Microsoft 365, select the More options (...) button, and use the available repair option.
After the repair has completed, restart the computer and try signing in again with your school account.
For reference: Repair an Office application

7.Additionally, please verify the TLS settings on your device:

Press Windows + R, enter inetcpl.cpl, and press Enter.
Select the Advanced tab and scroll down to Security.
Check whether Use TLS 1.2 and Use TLS 1.3 are enabled.
Select OK then restart your computer.

Please try the troubleshooting steps above and let me know how it goes. Thank you very much for your valuable time and your cooperation.

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Jimmy Zhang 0 Reputation points

2026-10-12T04:43:38.7966667+00:00

I've tried all the things from 1 to 7, 1 worked, 2 all apps are up to date, 3 I did, 4 I did, 5 I did, 6 I did, 7 I did too. What should I do? None of them worked.
Jade Ng 15,945 Reputation points Microsoft External Staff Moderator

2026-10-12T05:03:28.79+00:00
Dear Jimmy Zhang,

Thank you for trying all of the previous steps.

As the issue is still occurring, please try resetting the affected Office registry settings:

Close all Office applications.

Press Windows + R, type regedit, and press Enter.

Navigate to: HKEY_CURRENT_USER\Software\Microsoft\Office\16.0

Locate the relevant key for the affected Office application.

Right-select the key, select Rename, and add .old to the end of its name.

Close Registry Editor and restart the computer.

Open the affected Office application and sign in again.

Please let me know the updates on your side whether it helps or not. If the issue still persists, please feel free to reply to me in the comment.
Jimmy Zhang 0 Reputation points

2026-10-12T05:18:20.2833333+00:00

I tried it, now I can't even reach the step of entering password😭
Jade Ng 15,945 Reputation points Microsoft External Staff Moderator

2026-10-12T05:27:04.6566667+00:00

Dear Jimmy Zhang,

I’m sorry to hear that. Since the behavior changed after the previous step and you are now unable to reach the password entry screen, I’d like to take a closer look at what is currently appearing on your device before we make any further changes.

Could you please send me a screenshot of the screen you currently see when attempting to sign in, including any error message or notification displayed? Additionally, please provide a screenshot of Settings > Accounts > Access work or school showing the accounts currently listed there. Before sharing the screenshots, please make sure to hide any personal information.

In the meantime, please uninstall Office, restart the device, and then reinstall Office. After the installation is complete, try signing in again and let me know whether you are able to reach the password screen.

For reference: Uninstall Microsoft 365 or Office from a PC

Answer 2

Try these in order on the Windows 11 laptop:

Restart the device
Wait a few minutes, restart Windows, sign in again, then open Word or PowerPoint and try the school account again.
Repair the Microsoft 365 app
In Start > Settings > Apps > Apps & features:
- Find the Microsoft 365 or Office app
- Select the More icon
- Open Advanced options
- Select Repair
- If Repair does not help, use Reset if available
Repair Office from Control Panel
- Search for Control Panel
- Go to Programs > Programs and Features
- Right-click Microsoft Office or Microsoft 365
- Select Repair or Change and complete the repair

If the sign-in error is specifically “Something went wrong [1001]”
This is a known Microsoft 365 desktop app sign-in issue. Temporary relief steps include:

Reboot the device
Repair WAM in user mode PowerShell with these commands:

   Add-AppxPackage -Register "$env:windir\SystemApps\Microsoft.AAD.BrokerPlugin\_cw5n1h2txyewy\Appxmanifest.xml" -DisableDevelopmentMode -ForceApplicationShutdown
   Add-AppxPackage -Register "$env:windir\SystemApps\Microsoft.Windows.CloudExperienceHost\_cw5n1h2txyewy\Appxmanifest.xml" -DisableDevelopmentMode -ForceApplicationShutdown

These commands re-register Windows sign-in components used by Microsoft 365.

Check for profile roaming issues
If any profile migration or roaming tool is being used on the laptop, roaming data under %localappdata% is not supported for these identity components. In particular, these locations and keys must stay on the device:
- %localappdata%\Packages\Microsoft.AAD.BrokerPlugin\_cw5n1h2txyewy
- %localappdata%\Packages\Microsoft.Windows.CloudExperienceHost\_cw5n1h2txyewy
- %localappdata%\Packages\<any app package>\AC\TokenBroker
- %localappdata%\Microsoft\TokenBroker
- HKEY_CURRENT_USER\SOFTWARE\Microsoft\IdentityCRL
- HKEY_CURRENT_USER\SOFTWARE\Microsoft\Windows\CurrentVersion\AAD
- HKEY_CURRENT_USER\SOFTWARE\Microsoft\Windows NT\CurrentVersion\WorkplaceJoin
Use web apps as a workaround
If desktop apps still fail, use Outlook on the web or Office web apps until the desktop sign-in issue is resolved.
If the problem continues
Ask the school Microsoft 365 admin to open a support ticket in the Microsoft 365 Admin Portal. Microsoft is investigating this issue and asks affected tenants to include MSOAID logs with the ticket. If security software is installed, Microsoft also asks for it to be completely uninstalled before capturing those logs.

Important: The PowerShell commands and uninstalling security software affect sign-in components and device protection. Use those steps carefully.