Forum Discussion
Error code: CAA50021 when trying to login to office 365
Hello experts, One of my end users is unable to log in to Office 365 on her laptop, although she can log in on her desktop, via the web, and in the admin account of the laptop. When attempting to lo...
Its not joined to the domain, it is a personal device.
Sometimes removing all the MS credentials helps but I found that removing the device from AAD/Entra and re-installing Office on the device works. We have not set up Intune so I'm not sure how those devices are being managed or mismanaged by AAD/Entra when our users set up Office 365 on their personal devices. Removing the device from Entra and reinstalling Office and forcing a logout of the user seems to work now but its almost random if it works or not. Maybe it is a lag or delay when performing those tasks and we are just working too fast for the cloud to catch up. After doing these things and waiting 24 hours it seems to resolve itself so I would suggest removing the device from Entra, removing Office from the device, forcing a logout and wait until the next day to install Office and log in again.
Thanks for all the suggestions and help!
Sometimes removing all the MS credentials helps but I found that removing the device from AAD/Entra and re-installing Office on the device works. We have not set up Intune so I'm not sure how those devices are being managed or mismanaged by AAD/Entra when our users set up Office 365 on their personal devices. Removing the device from Entra and reinstalling Office and forcing a logout of the user seems to work now but its almost random if it works or not. Maybe it is a lag or delay when performing those tasks and we are just working too fast for the cloud to catch up. After doing these things and waiting 24 hours it seems to resolve itself so I would suggest removing the device from Entra, removing Office from the device, forcing a logout and wait until the next day to install Office and log in again.
Thanks for all the suggestions and help!