Can't sign in to an Office app by using a work or school account

PROBLEM

A user discovers that they can't sign in to a Microsoft Office app such as, but not limited to, Microsoft Outlook, SharePoint Online, Skype for Business, or OneDrive for Business. For example, the user may be continuously prompted to enter their credentials, or sign in fails. 

SOLUTION

To resolve this issue, try the following methods.

Before you start

 Before you try the methods in this article, check whether the work or school account that the user used to sign in is valid. To do this, follow these steps:
  1. Open an Office app (for example, Word or Excel).
  2. On the File tab, click Account.
  3. Under Connected Services, check whether the email address that's listed matches the one that the user used to sign in.
  4. Sign out.
  5. Sign in by using a different account.

Method 1: Delete the Office profile and credentials that are associated with a removed logon identity

If this issue occurs only for one or a few user accounts, remove their Office profiles from the registry. For the steps to do this, see Delete the Office Profile, and credentials, associated with a removed logon identity.

If the issue persists, or if this method doesn't apply to you, go to Method 2. 

Method 2: Enable modern authentication (Office 2013)

If the user has Office 2013 and is experiencing is continuously prompted for credentials when they try to open Office files from either the OneDrive for Business site or the local sync folder, enable modern authentication. For the steps to do this, see Enable Modern Authentication for Office 2013 on Windows devices. After modern authentication is enabled, restart the computer.

Make sure that modern authentication is enabled for your organization. For more information, see Using Office 365 modern authentication with Office clients.

If this method doesn't apply to you, go to Method 3.

Method 3: Configure passwords that are entered for Office 2013 to be is saved in Credential Manager

For more information about how to do this, see the Resolution section of the following Microsoft Knowledge Base article:
2913639 Office applications periodically prompt for credentials to SharePoint Online, OneDrive, and Lync Online
If this method doesn't apply to you, go to Method 4.

Method 4: Configure user sign-in for Office 2013

To configure user sign-in for Office 2013, see Sign-in settings.

If the issue persists or if this method doesn't apply to you, go to Method 5. 

Method 5: Set up an app password

If the user is enabled for Azure Multi-Factor Authentication and modern authentication isn't enabled for the organization, set up and use an app password. For more information about how to do this, see Managing your Azure Multi-Factor Authentication user settings.

MORE INFORMATION

For more information about how to troubleshoot sign-in issues, see the following Microsoft Knowledge Base article:
2412085 You can't sign in to your organizational account such as Office 365, Azure, or Intune
Still need help? Go to Microsoft Community or the Azure Active Directory Forums website.
Propriétés

ID d'article : 2834958 - Dernière mise à jour : 28 déc. 2016 - Révision : 1

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