Error AADSTS50020 when signing in to the OneDrive sync app

• Applies to:

  OneDrive for Business

Symptoms

You can't sign in to the Microsoft OneDrive sync app, and you receive the following error message:

AADSTS50020 User Account from identity provider does not exist in tenant and cannot access application (OneDrive SyncEngine).

Cause

This issue might be caused by cached identities from the previous tenant. It most commonly occurs during a tenant-to-tenant migration.

For more information about other potential causes, see Error AADSTS50020 - User account from identity provider does not exist in tenant.

Resolution

To resolve this issue, remove the cached Microsoft Office account identities from the registry.

Important

Follow the steps in this section carefully. Serious problems might occur if you modify the registry incorrectly. Before you modify it, back up the registry for restoration in case problems occur.

1. Start Registry Editor.

2. Locate the following registry entry:

   HKEY_CURRENT_USER\SOFTWARE\Microsoft\Office\16.0\Common\Identity

3. Right-click Identity, and then select Delete.

Note: If you have Shared Computer Activation enabled, also remove the Identity registry entry from HKEY_USERS\<The user SID>\SOFTWARE\Microsoft\Office\16.0\Common. To get the currently signed-in user's SID, run the whoami /user command in a Command Prompt window. If the issue persists, expand "Section A: Remove Office licenses & cached accounts" in Clear prior activation information manually, and then follow the steps in Part 1: Remove previous Office activations and Part 3: Remove Office credentials stored in Windows Credential Manager.

If you still experience the issue, follow these steps:

1. Sign out of OneDrive for Business. 

2. Remove all folders in the following locations:

   • %localappdata%/Microsoft/OneAuth
   • %localappdata%/Microsoft/IdentityCache