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 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
  • 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 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 (to delete the old preferences).
      • Open Terminal (click the Spotlight search glass in the top right corner and type terminal).


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Article ID: 94491
Sat 12/14/19 8:17 PM
Mon 2/24/20 9:33 PM