Something Went Wrong. [4wbr5] Problem

Anonymous
2024-11-19T10:54:02+00:00

Hi,

We are encountering the error mentioned in the subject in the Office 365 and Office 2019 software we use within the company. As far as we have identified, this issue occurs on computers that have been running for more than a few days, and it resolves when we restart the computer. However, since we have a large number of devices, constantly restarting them is not a viable solution.

What could be the cause of the issue?

Microsoft 365 and Office | Install, redeem, activate | For education | Windows

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  1. Anonymous
    2024-11-20T06:13:37+00:00

    Hi,

    Sample devices are shown in the image

    [PII is masked by Naren… MSFT Support]

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  2. Anonymous
    2024-11-19T12:13:36+00:00

    Dear Emirhan,

    Good day! Thank you for reaching out to the Microsoft Community. We are here to assist you.

    There might be multiple factors causing the "Something Went Wrong" error in Office 365 and Office 2019. Here are a few potential causes and solutions:

    1. Clear OneAuth and IdentityCache Folders: Close all Microsoft applications (Outlook, Teams, OneDrive, etc.). Search for %AppData% in the Windows search box. Navigate to C:\Users<yourusername>\AppData\Local\Microsoft. Cut the OneAuth and IdentityCache folders and paste them onto your desktop. Relaunch Outlook and sign in. If the issue persists, copy the folders back and choose not to overwrite when prompted.
    2. Repair Office Installation: Go to Control Panel > Programs > Programs and Features. Select your Office installation, then click Change. Choose Quick Repair first. If the issue persists, try Online Repair.
    3. Check Office Click-to-Run Service: Press Win + R, type services.msc, and press Enter. Find Microsoft Office Click-to-Run Service, right-click it, and select Properties. Set the Startup type to Automatic and start the service if it's not running.
    4. Update Office and Windows Ensure all Office applications and Windows are up to date. Sometimes, updates contain fixes for known issues.
    5. Network and Firewall Settings Ensure that your network and firewall settings are not blocking Office services. Sometimes, security software can interfere with Office applications.
    6. Check Event Viewer: Look for any specific error messages or codes in the Event Viewer related to the issue. This can provide more detailed information about what might be causing the problem.

    To better understand this issue, I want to collect more information about it.

    1. Could you please provide the full screenshot of the Office Product Information page if it’s available? (Word-> File-> Account-> Product Information page)
    2. Screenshot of your error message.

    Have a great day and take care! 😊 

    Sincerely, 

    Naren | Microsoft Community Moderator

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