Office 365 apps keep asking for sign in

jacobacci · 04 Oct 2019

I have registered Word, Excel 365 & Co to my Microsoft account. Since a few weeks, these apps show me signed out when I restart my PC. When I sign in using my Microsoft account UserID, I get logged in without being asked for a password. This happens on all my PCs.
When I go to my Microsoft Account page, My Office 365 Home license valid from April 2, 2019 is shown correctly, as are the 8 PCs the software is installed on.
Any ideas what could be wrong here?

Kari · 04 Oct 2019

When a Microsoft account has been added to your Windows user account, it is normal that when a Microsoft application asks you to sign in, it does not ask a password. Windows just wants to know, which connected MS account you want to use to sign in to said application. No problems there.

But, Office losing your account information is not normal. Please post a screenshot of elevated Command Prompt showing your Office license information (does not contain personal data), instructions here: Office License Management Tool

Kari

jacobacci · 04 Oct 2019

Thanks a million, Kari
I followed your instructions and was able to resolve the issue. There was indeed a Grace edition that had taken precedence over my subscription based license.

Kari · 04 Oct 2019

Good to know you got it resolved!

Kari

jacobacci · 07 Oct 2019

I thought this was solved. But a day after I removed the Grace license, Office 365 started asking for sign in again. Same behaviour as before. So I redid the cscript ospp.vbs /dstatus and did unkeyXXXXX for the (still two) licenses listed.

This is the subsequent result of cscripts ospp.vbs /dstatus

Code:

C:\Program Files (x86)\Microsoft Office\Office16>cscript ospp.vbs /dstatusMicrosoft (R) Windows Script Host Version 5.812
Copyright (C) Microsoft Corporation. All rights reserved.


---Processing--------------------------
---------------------------------------
<No installed product keys detected>
---------------------------------------
---------------------------------------
---Exiting-----------------------------


C:\Program Files (x86)\Microsoft Office\Office16>

Is this an issue? Microsoft Office 365 does not signal any problems. I am still listed as the owner of the product in word excel etc.

Kari · 08 Oct 2019

jacobacci said:

Is this an issue? Microsoft Office 365 does not signal any problems. I am still listed as the owner of the product in word excel etc.

That might become a problem.

In your case, I would completely uninstall Office 365, following instructions in this Microsoft support article: Uninstall Office from a PC - Office Support

When done, restart PC, and reinstall O365 from https://account.microsoft.com/services/

Kari

jacobacci · 09 Oct 2019

Thanks, Kari
I will try that.

jacobacci · 15 Oct 2019

I am very sorry, this is getting worse and worse.
I uninstalled Office 365 using RASA as suggested. Then I reinstalled Office 365 using the image I downloaded from my MS account / services and subscriptions section.
Install went ok. When I opened Word, everything seemed ok, but after about half a minute, I got a security prompt asking for my microsoft account password. I entered the password and the prompt went away. A few seconds later it came back.
When I looked at the login history in my microsoft account, there was an entry that I tried logging in with the wrong password. However I used the exact same password that works for my MS account. I have 2fa turned on. Could that be the issue?
Thanks for any help.

f14tomcat · 15 Oct 2019

jacobacci said:

I am very sorry, this is getting worse and worse.
I uninstalled Office 365 using RASA as suggested. Then I reinstalled Office 365 using the image I downloaded from my MS account / services and subscriptions section.
Install went ok. When I opened Word, everything seemed ok, but after about half a minute, I got a security prompt asking for my microsoft account password. I entered the password and the prompt went away. A few seconds later it came back.
I suspect that the login process is not sending a 2fa request to the MS authentication app on my phone, so I cannot complete the login.
How can I get out of this loop? Do I need to turn off 2fa?
Thanks for any help.

I noticed you mentioned 2FA. About 2 weeks ago, may be longer, the MS 2FA phone app was updated. I remember having to do it on mine. Might be unrelated, but thought I'd mention it.

Kari · 15 Oct 2019

Please post the licensing status screenshot, see post #2 for instructions.

Kari