Office 365 - Can't sign in to Microsoft Office, access Microsoft Outlook, or interact with Microsoft data files

If you are unable to sign into Microsoft Office (or Outlook repeatedly prompts you for login, does not show any data, edit a Word/Excel/PowerPoint data file, or receive encrypted connection error) it may be due to a password change, a username change, or corrupted account credentials. Follow some common solutions to this issue below.

Possible solutions

• Option 1 - Update your software to the latest version

  • Windows OS
    • Run Windows Update and install the latest updates.
  • Windows Office
    • Follow steps to update Office.
  • Mac OS
    • Run Office Updates.

• Option 2 - Your account was compromised and you are blocked from connecting

  • If you are unable to log into WyoRecords, WyoCourses, or computers on campus, please contact the UWIT Help Desk by calling 307-766-4357.

• Option 3 - Reset/Remove your account credentials from within your OS

• Windows OS
  • Remove/Delete all Outlook/Office records from within credential manager.
• Mac OS
  • Access the keychain application and remove/delete any of the following records: Microsoft Office Identities Cache 2 | Microsoft Office Identities Settings 2 and any ADAL, Microsoft, or Office entries that are listed within the "Name" or "Kind" columns. Note: search for 'microsoft' and 'adal' within the keychain application and delete all returned results. 

• Option 6 - If your computer is not connected to UWyo Campus network, connect with Ivanti Secure

  • Ivanti Secure installation information

• Option 7 - Download and run Microsoft's Support and Recovery Assistant for Office 365 - Windows only

  • This tool must be run on the affected machine.
  • Download the tool here: Fix Outlook and Office 365 problems with Microsoft Support and Recovery Assistant for Office 365.

• Option 8 - Delete Cached Preferences - MacOS only

  • Outlook Desktop Client
    • Quit Outlook
    • Launch Outlook and check.
    • Quit Terminal.
    • Type: killall cfprefsd (to kill the cached prefs).
    • Type: defaults delete com.microsoft.Outlook (to delete the old preferences).
    • Open Terminal (click the Spotlight search glass in the top right corner and type terminal).

• Option 9 - Fully uninstall and reinstall Microsoft Office

  • Uninstall Office
    • Windows OS
      • Review the following Microsoft documentation for instructions.
    • Mac OS
      • Review the following Microsoft documentation for instructions.
  • Install Office 
    • Follow the steps outlines in Install Office 365 from Your UW Account how to.