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LudvigM-7494 asked emilyhua-msft commented

O365 / Outlook - Login issues after transfer to MEM / Endpoint management


Recently, we have started to move devices from our local environment to MEM (Microsoft endpoint management) and some users have had issues with Outlook and Office in connection with this. When they open Outlook, the login screen flashes back and forth and it switches between "disconnected" and "Password required" in the status bar. In other Office applications we get a warning triangle and the error message "There is something wrong with this account" and an option; "fix me" but this does not work.

There has been no problem for many users in connection with the move to MEM, and the users have the right status in MEM also once migrated "Hybrid Azure AD joined".

They have latest Windows version as well as Office365 version.

Have tested the following:
-Rebooted the computer several times
-Update of firmware updates / Windows update
-Removed Office hive regkeys and restarted the computer
-Set up a new email profile
-Logged out all O365 sessions through the O365 admin center
-Logged out of Word / Excel / Outlook and logged in again
-Online repair of O365
-Downloaded Microsoft Support and Recovery Assistant and ran, to no avail.
-Cleaned credentials in the authentication manager and restarted the computer.
-Reinstalled O365 completely

The only diffrence we can see on a working device vs a non working device is the following:

-On the non working devices there seems to be 2 accounts added under windows 10 settings > Accounts > Email and app accounts. See attached images.

Do you have any idea what could casue this? There is nothing wrong with the accounts as we have logged in with them on other devices using other Outlook/Office clients which works fine, and they all have working E3 licenses.


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1 Answer

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emilyhua-msft answered emilyhua-msft commented

Hi @LudvigM-7494

Welcome to Q&A forum ~
I'm mainly responsible for general issues of Office on Q&A forum.

I find that you have tried some troubeshooting steps, including removing registry keys.
Please locate to Computer\HKEY_CURRENT_USER\Software\Microsoft\Office\16.0\Common\Identity\Identities, then remove all identities under the Identities registry entry.
(Serious problems might occur if you modify the registry incorrectly. Before you modify it, please remember to back up the registry for restoration in case problems occur.)

Do "some users" that have had issues with Outlook and Office in connection have other roles, such as the administrator (Same account but with different passwords)?
On the frst image of non-working device, can you remove one of duplicated account under "Accounts used by other apps"?
If both the accounts do not have Remove option, then click Access work or school on the left pane, select the account and click Disconnect to have a check.

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Hi @emilyhua-msft

Thank you for the reply.

We have tried removing identities under the Identities registry entry. But the same issue persists. The login page flashes in Outlook and the status goes from "Needs password" to "Disconnected".

The affected users does not have an administrator role, or any other role apart from the ordinary ones.

We do not have the remove option under "Accounts used by other apps". Under Access "work or school" we are only able to see the AD organisation connection as seen in the attached image.

Best regards,


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Hi @LudvigM-7494
Thanks for your respone.

For a test, can you disable ADAL for Microsoft 365 Apps?
Registry key: HKEY_CURRENT_USER\SOFTWARE\Microsoft\Office\16.0\Common\Identity\EnableADAL
Value: 0

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Hi @emilyhua-msft

We tried that and it worked for a few users. Thank you. Still for the other users we had to delete their user profile and create new profiles for them and that solved the issue. Do you have any ide on what might cause this issue? We are in the middle of the MEM enrollment of all the company devices and we would gladly accept any advice that we can get. Is this a known issue? Any tips on how to avoid this?

Thanks in advance!

Best regards

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