Scenario 1

  1. Clear all the windows credentials (Windows Credentials manager) related to Office Applications.
  2. Sign out from the Office apps with the old.onmicorsoft.com account in the “Access Work or School” area in the Settings -> Accounts (step 2C on page 1).
  3. Uninstall Microsoft Office
  4. Delete any remaining content that exists in the folder path below, and restart your PC
     %LOCALAPPDATA%\Microsoft\Office\16.0\OfficeFileCache
  5. Reinstall Microsoft Office by logging in to https://portal.office365.us/, and “Install Office Products.” 
  6. Open Word / Excel and sign in with your credentials.
  7. Create a new Outlook profile.
    1. Open Control Panel, and navigate to “Mail (Microsoft Outlook)”.
      Graphical user interface, text, application Description automatically generated
    2. Click on “Show Profiles” – and then “Add.”
    3. Sign in with your (new) Microsoft 365 credentials.

Scenario 2

  1. Try removing Outlook profile and move all the OST and PST files in "Old OST" folder.
  2. Remove the saved credentials from Windows credentials in Credential Manager.
  3. Create the below registry keys:

HKCU\SOFTWARE\Microsoft\Office\16.0\Common\Identity
DisableAADWAM, value: 1
 EnabledADAL, value: 0

  1. Check for and delete any values present under the following registry key: HKEY_CURRENT_USER\Software\Microsoft\Protected Storage System
  2. Delete the following registry entry:
     HKEY_CURRENT_USER\Software\Microsoft\Office\16.0\Common\Licensing
  3. Remove cached Office account identities in HKCU registry (Delete the below registry entry)
     HKEY_CURRENT_USER\Software\Microsoft\Office\16.0\Common\Identity
  4. If you have Shared Computer Activation enabled, remove the Identity registry key location shown below:
     HKEY_USERS\<The user SID>\Software\Microsoft\Office\16.0\Commonregistry key

Scnario 3

  1. Remove MS Office and Cached Accounts (Credential Manager)
  2. Check for and remove existing licenses on the device. Make sure to check all the noted locations for potential license types, which include vNext, Shared Computer Activation, and legacy licenses.
  3. Remove all license token files and folders if found in the following locations:
     For vNext license type: %localappdata%\Microsoft\Office\Licenses (Microsoft 365              Apps for enterprise version 1909 or later)
  4. *For Shared Computer Activation license type: %localappdata%\Microsoft\Office\16.0\Licensing