error tag 7ita9

Hi Charles,

To locate the IdentityCache and OneAuth folders, please follow use the shortcut below:

Press Windows key + R to open the Run dialog.

1. Enter the appropriate path below and press Enter: IdentityCache

      %LOCALAPPDATA%\Microsoft\IdentityCache
   

   OneAuth

      %LOCALAPPDATA%\Microsoft\OneAuth
   

   Open each folder and delete all files and subfolders contained within them.
2. Do not delete the IdentityCache or OneAuth folders themselves.
3. Restart the computer and try opening Outlook again.

However, if the issue persists, you can try the following steps to clear your credentials cache to ensure a clean reset

1. Please sign out your accounts from Office applications, then close all Office applications.   
2. Open File Explorer, paste the following path, and delete all files and folders. %localappdata%\Packages\Microsoft.AAD.BrokerPlugin_cw5n1h2txyewy   
3. In the Windows search bar, search for "Access Work or School".   
4. Check if you can see your school account in "Access Work or School".   

If you don't see it, please select Connect and add your business account.   

If you can see it, please select it and select Disconnect. After that, please click "Connect" and log into your account again to register the device.   

• Open the Control Panel on your PC.   
• Go to User Accounts > Credential Manager.   
• Under both Windows Credentials and Generic Credentials, look for any entries related to your Microsoft 365 business account and Office apps.   

• Select and remove those entries.   
• Restart your computer and try adding your account in Office again.  

Download OLicenseCleanup.vbs and run it. In this way, you can use this package to remove the license, clear the stored identities in the registry, and remove the credentials. You can follow this: Reset activation state for Microsoft 365 Apps for enterprise - Microsoft 365 Apps | Microsoft Learn to reset activation state 

Restart your device.

Reopen Office apps and sign in with the correct account.

If you have any questions or need further assistance, please feel free to share them in the comments on this post.

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