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Disappearing Outlook Login Prompt / Account Error


Applies to: Nerdio for Azure (NFA) Professional and Enterprise using WVD Hosts or Dedicated Desktops

Refer to this KB article to determine if you are a NFA user.


This article will cover the fix for when end users in a WVD environment encounter a login prompt that disappears or presents an account error to the user.

This solution will address a few end-user experiences:

  • Continual "need password" authentication prompts.
    Error in Outlook: "Account error
    There are problems with your account. To fix them, please sign in again."
    mceclip0.png

 

  • Errors in Outlook on a yellow bar: "We're having trouble verifying your Office 365 account on this computer. Most features will be turned off on xxxx"
    or
    "Please sign in to verify your Office 365 account on this computer. If you don't sign in, most features will be turned off on xxxx"

    mceclip1.png

 

  • OneDrive reports an error "There was a problem signing you in" "Login was either interrupted or unsuccessful. Please try logging in again. (Error Code 0x8004deb4)"
    mceclip2.png

 

  • Something went wrong
    We couldn't sign you in. If this error persists, contact your system administrator and provide the error code CAA50021

 

  • Flashing, quickly disappearing, or missing sign-in window when opening Outlook.


To work around this issue, Nerdio has found that you can add the following Registry keys on the WVD Host directly, to suppress WAM and revert Outlook back to ADAL.

Note that the keys are for CURRENT USER and not Local Machine.

[HKEY_CURRENT_USER\Software\Microsoft\Office\16.0\Common\Identity]
"DisableADALatopWAMOverride"=dword:00000001

[HKEY_CURRENT_USER\Software\Microsoft\Office\16.0\Common\Identity]
"DisableAADWAM"=dword:00000001

If you place these keys and find the logins are resolved, you should then place the keys on your template so that all future hosts you update or provision will also contain the change. You could instead deploy these keys via GPO for the same effect-- we leave that choice up to you. 

 

If the above Registry change does not resolve the issue for you, please see Microsoft's documentation for more information on this issue and let us know including your 4 digit account number, and screenshots of the errors you see so we can help you find the correct fix. 

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