Forum Discussion
Suddenly cannot login to MS Teams desktop app -- stuck in infinite login loop
I have been using MS Teams (desktop app) for years on my PC at work with no issues.
Today when I opened the app, I wasn't signed in automatically. Instead it asked me to select an org. I selected our company name (the only "org" I am a part of), and I got
<Company Name>
We're switching you to your other account. It'll just take a moment...
After a few moments, I am redirected back to:
You've been invited to <Company Name>
Continue
I click "Continue" and a separate, blank window opens briefly then closes, then I am looped back into the first screen: "We're switching you to your other account. It'll just take a moment..."
There is also a "Sign out" button which allows me to re-enter my email / password, but then immediately takes me to the "You have been invited to..." screen where the cycle of fun begins all over again. (See attached video)
How can I troubleshoot this to get signed back in? What "other" account is it referring to?
Further troubleshooting info:
- I am able to log in with the same account on my home PC and my iPhone.
- I am able to log in with the same account in the web browser version.
- I have tried reinstalling Teams and deleting its entire %APPDATA% folder, but the behavior is still the same.
Checking the logs, I see the following:
Thu Jul 30 2020 10:11:03 GMT-0400 (Eastern Daylight Time) <13484> -- event -- name: msa_guest_license_error, vdiMode: 0, eventpdclevel: 2,
Thu Jul 30 2020 10:11:03 GMT-0400 (Eastern Daylight Time) <13484> -- event -- errorCode: FailedAuthentication, errorStep: get_skype_license_guest, errorState: guestLicenseError, errorUrl: undefined, status: success, scenario: 14031699-1f0e-4329-be78-26e8480b2fb2, scenarioName: desktop_web_app_error_redirect, name: desktop_web_app_error_redirect, step: start, sequence: 0, delta: 0, scenarioDelta: 0, elapsed: 835105, stepDelta: 0, vdiMode: 0, eventpdclevel: 3, Scenario.Name: desktop_web_app_error_redirect, Scenario.Step: start, Scenario.Status: success,
Thu Jul 30 2020 10:11:03 GMT-0400 (Eastern Daylight Time) <13484> -- event -- errorCode: FailedAuthentication, errorStep: get_skype_license_guest, errorState: guestLicenseError, errorUrl: undefined, status: success, scenario: 14031699-1f0e-4329-be78-26e8480b2fb2, scenarioName: desktop_web_app_error_redirect, name: desktop_web_app_error_redirect, step: stop, sequence: 1, delta: 0, scenarioDelta: 0, elapsed: 835105, stepDelta: 0, vdiMode: 0, eventpdclevel: 3, Scenario.Name: desktop_web_app_error_redirect, Scenario.Step: stop, Scenario.Status: success,
I was finally able to resolve this, although I'm not sure what exactly I did that worked.
I realized that somehow I have TWO Microsoft accounts under the same email address (how Microsoft could allow this, I have no idea). In Windows settings, I clicked on Account > Email & accounts. I saw both accounts listed there - one said "Work or school account" and one said "Personal account created by you" or something like that. The "personal account" is the one that I use to sign in to Teams, but I suspect Teams was trying to use the "Work or school account."
So I clicked the option to remove / sign out of the "personal" account, and then for the "Work or school account" I clicked Manage as there was no option to remove it. That opened up a page in my browser where I signed in to this other "bad" Microsoft account.
It was at this point I realized that this "bad" account somehow was created when I purchased an Office365 subscription earlier this year (rather than my existing account being used). Again, I have no idea how this could have happened or how to combine the two accounts...but that's a different issue.
Anyway, once logged in here, I clicked the "Sign out of everything everywhere" option and then waited an hour or so.
I tried logging into Teams, and after some weirdness like being asked for my email address twice, being told my password was incorrect, but then accepting it on a re-try (no I didn't typo it), finally...IT WORKED!
I'm not sure if deleting the account from my computer or signing out from the web portal was what did it, or some combination thereof, but hopefully this helps anyone else who might encounter this nightmare.
- Try cleaning the credentials for teams in the credential manager too
Could you provide a link or instructions on how to do your solution please?
adam deltinger I removed all Teams related credentials in the Windows Credentials Manager then tried signing in again -- unfortunately no change.
Hi bsidm
Have you by any chance recently signed up to another variant of Teams, such as the Free version using the same email/upn as what you do for your Org Teams?
Just seem to me that something else is trying to hijack that login in terms of Teams.
How does it play out in the web version: https://teams.microsoft.com
Thanks
Henry
HenryPhillipsNimbitech On the mobile app, in the main menu at the bottom under "Accounts & Orgs", my email address is listed twice, once under my company name and once under "Personal". So I guess I do have two accounts (not sure how), but I haven't set up a new account with Microsoft for months and months. Where would I go from here?
- Hi, Not sure the reason for it not working but in terms of the mobile app example I too have a couple of orgs, one the full Teams Org if you will and the other as part of the new personal experience . Both of which are showing under the same account name.
So for me this makes sense because I have a GMAIL account that was used against the Free version of Teams. As not a Microsoft account, at setup stage this would have essentially created a Microsoft account using GMAIL email as login.
I then have that same GMail account used against a personal setup of Teams.
So it is either being hijacked by incorrect login details or you need to basically go into your Microsoft account and change the primary email to be that of something different to your org email.
Thanks
Henry
