Something Went Wrong. [4wbr5] Problem

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

Hi,

Sample devices are shown in the image

[PII is masked by Naren… MSFT Support]

Dear Emirhan,

The error you're encountering with the tag 4wbr5, error code 2147943811, and correlation ID 6ad51176-***-467f-****-264d******36c5 is often related to issues with Outlook's authentication and identity cache.

Please follow the steps below to troubleshoot and resolve the issue:

1. Clear OneAuth and IdentityCache Folders:

• Close all Microsoft applications (such as Office, Teams, OneDrive, etc.).
• Search for %AppData% in the Windows search box and navigate to the Microsoft folder (C:\Users<yourusername>\AppData\Local\Microsoft).
• Cut the OneAuth and IdentityCache folders out of the Microsoft folder and paste them onto your desktop.
• Relaunch Outlook and sign in.
• If the issue persists, close Outlook, copy the OneAuth and IdentityCache folders back into the Microsoft folder, and when prompted to overwrite, select "No". Relaunch Outlook and sign in again.

1. Repair Office:

• Go to Control Panel > Programs > Programs and Features.
• Select your Office installation and choose "Repair".
• Follow the prompts to complete the repair process.

1. Clean Up Temporary Files:

• Open Start > Run and type the following locations one by one, pressing Enter after each:
  • C:\Windows\Temp
  • %USERPROFILE%\AppData\Local\Temp
• Delete the files in these folders.

There may be instances where third-party add-ins are contributing to the issue. To confirm this, please start Outlook in Safe Mode by pressing the Windows + R keys, typing Outlook.exe /safe, and pressing Enter. If Outlook operates without any problems in Safe Mode, this may indicate that one or more add-ins are responsible for the issue. To identify the specific add-in causing the problem, please disable them one by one and check for the issue after each one.

Have a great day and take care! 😊 

Sincerely, 

Naren | Microsoft Community Moderator

Dear Naren,

since a couple of weeks I have the exact same problem of Emirham. I implemented all your suggestions, including running Outlook in safe mode, but there was no effect. On average I have to restart my PC twice per day.

More over, this affect OneDrive and Teams. With Teams it is quite disturbing because it can happen in the middle of a meeting when I'm presenting shared content. It happened already twice and it is not nice having to reboot and let all the attendees waiting for me for 4-5 mins.

It looks like a brand new issue...

Thanks for looking into it more in dept.

Gianluca

I have this same issue with W11 clients only. I was also looking at continuous access evaluation and ca policy but I would think if root cause was either it would apply to both w10 and w11. I have also seen Windows 11 efficiency mode kill the broker service but Microsoft has not provided a way to turn off this feature for the broker. I have been working a support case for a few months now with Microsoft with no resolution. Really hoping that restarting the officec2r service every ten minutes provides some relief while we hold out for a permanent fix.