Can't access Word documents

Grace Macfarlane 0 Reputation points
2026-10-14T20:20:15.9633333+00:00

I logged into Word, but when I try to access my documents, it tells me to try again later. I have attached a screenshot of the error that pops up. No matter how many times I try to wait and sign back in and access my docs, it shows me the same thing.

Microsoft 365 and Office | Word | Other | Windows
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  1. Stefan Blom 354.2K Reputation points MVP Volunteer Moderator
    2026-10-14T20:24:02.8933333+00:00

    What does the error message say?

    Do the Office apps report that they are unlicensed, or what happens when you use them? For example, in Word, you can look at the File > Account screen.

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  2. AI answer

    2026-10-14T20:20:27.96+00:00

    If the error is “There is a problem with your account, please try again later” when opening Word documents stored in OneDrive or SharePoint Online, and the device is using the previous OneDrive sync client (groove.exe), the documented fix is to clear two Office identity registry values.

    Important: Editing the registry is risky. Back up the registry first.

    1. Back up the Windows registry.
    2. Select Start > Run, type regedit, and press Enter.
    3. Go to: HKEY_CURRENT_USER\Software\Microsoft\Office\15.0\Common\Identity
    4. Delete these values:
      • FederationCacheExpiration
      • FederationProvider
    5. Restart the computer.

    Additional supported details:

    • These registry values normally refresh every three days by default, so the issue may resolve itself after that refresh.
    • If FederationCacheLifetime exists under the same registry key, its value determines the refresh period instead of three days.
    • If registry changes cannot be made, use Office Online as a workaround to open and work with the documents.
    • In most cases, the newer OneDrive sync client (onedrive.exe) is recommended instead of groove.exe.
    AI-generated content may be incorrect. Read our transparency notes for more information.

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