Information Technology Troubleshooting

Microsoft 365 log-on is stuck on the “registering device” screen for desktop applications.

Context: User is unable to sign into her Microsoft 365 desktop applications after changing her Active Directory account password. The accounts are synchronized.

• User is in office.

• She is able to sign into the web applications with her new password.

• Issue is happening on all the Microsoft 365 applications.

• She is able to log-on to her computer with the new password.

Troubleshooting steps that did not work. (Since every situation is unique, consider trying one of the following solutions if the initial approach does not resolve the issue.)

1. Restarted the computer.

2. Removed and re-added her Outlook profile.

   • Control Panel.

   • Mail(Microsoft Outlook) applet.

   • Select profile and remove, hit apply.

   • Add profile, name profile, select always use this profile, and hit apply.

   • Go through the sign-in prompts.

3. Deleted Windows cached credentials.

4. Ran a Microsoft quick repair and online repair.

5. Verified applications had the current version.

Solution:

• The issue was resolved by disconnecting and reconnecting the user's profile from the Microsoft work or school account settings.

  • Accounts

  • Users Account

  • Work or School Account

  • Disconnect (This process may take up to one minute to complete.)

  • Sign back-in

• This step should have been prioritized earlier, but it was overlooked initially.