“Something went wrong” when signing in to Microsoft 365 apps

Question

“Something went wrong” when signing in to Microsoft 365 apps

Jat Jaswal 0

Good morning,

We are using Office LTSC 2024, with Office 365 on a Windows 11 Pro. I setup a new laptop did my installs and updates. I go to start outlook to ensure that it works. I enter my credentials, and do my 2FA.

Then I get a generic "Something went wrong. Please try again." message. I tried the online repair - same result. I am now stuck in a loop.

Excel shows my correct User Information (Name and email).

My profile works on my old laptop, and credentials work on the web also.

Is there a step that's missing with any office updates in LTSC2024?

thank you,

Jat

Kai-L 21,095 Reputation points Microsoft External Staff Moderator

2026-11-05T17:44:53.15+00:00
Dear Jat,

As a forum moderator, I am not able to access your account or delve into the backend systems to diagnose and fix this for you. My role here is limited to providing general guidance and solutions for users to implement themselves. Since your account works on your old laptop and on the web, your credentials and MFA are most likely fine. The issue is more likely with how Windows on the new laptop handles the sign-in, or with a mixed Office installation. Please note that Office LTSC 2024 uses volume activation, so it doesn't need a Microsoft 365 sign-in to activate. Outlook only needs the sign-in to connect to your mailbox. You can start by checking these things:

Mixed installations: Go to Settings > Apps > Installed apps and check whether a Microsoft 365 app or a preinstalled trial is installed alongside Office LTSC 2024. If so, remove the one you don't use and restart the laptop.

Work account connection: Go to Settings > Accounts > Access work or school. If your work account is listed, select it and choose Disconnect, restart, then sign in to Outlook again.

Saved credentials: Close all Office apps, open Credential Manager > Windows Credentials, and remove entries that start with MicrosoftOffice16 or contain your work email. Then open Outlook and sign in again.

If the error still appears, could you please select More details on the error message and share the error code, along with your Outlook version and build? Please hide the correlation ID and your email address before posting. With that information, I can help you narrow it down further. Looking forward to your reply.

If the answer is helpful, please click "Yes" and kindly upvote it. If you have extra questions about this answer, please click "Comment".

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1 answer

Your answer

Answer 1

For this Windows 11 + Office LTSC 2024 scenario, the missing step is usually not an LTSC-specific Office update. The pattern matches a Windows sign-in/authentication layer issue on the new device, especially when:

the same account works on the web
the profile works on the old laptop
Outlook fails after credentials and 2FA
Excel already shows the correct signed-in user info

Try these steps in order:

Restart the laptop once more. A reboot is specifically called out as a common mitigation for Microsoft 365 sign-in failures.
Repair the Office app from Windows 11 Settings. Go to Start > Settings > Apps > Apps & features. Find the Office app, select the More menu, open Advanced options, then select Repair. If Repair does not help, use Reset if that option is available.
Repair the Windows authentication packages with PowerShell. This is the main next step when sign-in fails after authentication. Open Windows PowerShell (Admin), then run the work-account command:
```
   if (-not (Get-AppxPackage Microsoft.AAD.BrokerPlugin)) { Add-AppxPackage -Register "$env:windir\SystemApps\Microsoft.AAD.BrokerPlugin_cw5n1h2txyewy\Appxmanifest.xml" -DisableDevelopmentMode -ForceApplicationShutdown } Get-AppxPackage Microsoft.AAD.BrokerPlugin
```
If the command completes without errors, a progress indicator or package status may appear.

If the account being added is a personal Microsoft account instead of a work account, run the personal-account package repair instead:

   if (-not (Get-AppxPackage Microsoft.Windows.CloudExperienceHost)) { Add-AppxPackage -Register "$env:windir\SystemApps\Microsoft.Windows.CloudExperienceHost_cw5n1h2txyewy\Appxmanifest.xml" -DisableDevelopmentMode -ForceApplicationShutdown } Get-AppxPackage Microsoft.Windows.CloudExperienceHost

If the device uses profile roaming, VDI-style profile management, or migration tools, verify that identity data under %localappdata% and the related registry keys are not being roamed. Microsoft states that roaming data under %localappdata% is not supported for these identity components, and roaming the work account device certificate is also not supported. This can cause the Something went wrong [1001] sign-in issue.
If security software is installed on the new laptop, check whether it is interfering with the WAM plug-in (AAD.BrokerPlugin). Microsoft identifies security software impact on the WAM plug-in as one root cause for this sign-in failure pattern.
If the issue continues, use the Microsoft 365 Sign-in troubleshooter. Microsoft recommends it to diagnose and automatically fix several common Microsoft 365 sign-in issues.
If the problem still persists in the desktop apps only, ask the Microsoft 365 tenant admin to open a support ticket in the M365 Admin Portal. Microsoft is actively investigating some Something went wrong [1001] desktop sign-in scenarios and specifically advises opening a support ticket for affected tenants.

Temporary workaround:

Use Outlook on the web or other Office web apps while the desktop sign-in issue is being fixed.