Disappearing Outlook Log-in Prompt / Account Error

Applies to: Nerdio for Azure (NFA) Professional and Enterprise using AVD Hosts or Dedicated Desktops

Refer to this KB article to determine if you are a NFA user.

This article will cover the fix for when end users in an AVD environment encounter a login prompt that disappears or presents an account error to the user. 

This solution is the two registry keys below, that may address a few end-user experiences that look like the following:

• Continual "need password" authentication prompts.
  Error in Outlook: "Account error
  There are problems with your account. To fix them, please sign in again."
  

• Errors in Outlook on a yellow bar: "We're having trouble verifying your Microsoft 365 account on this computer. Most features will be turned off on xxxx"
  or
  "Please sign in to verify your Microsoft 365 account on this computer. If you don't sign in, most features will be turned off on xxxx"
  
  

• OneDrive reports an error "There was a problem signing you in" "Login was either interrupted or unsuccessful. Please try logging in again. (Error Code 0x8004deb4)"
  

• Something went wrong
  We couldn't sign you in. If this error persists, contact your system administrator and provide the error code CAA50021
  

• Flashing, quickly disappearing, or missing sign-in window when opening Outlook.

The Solution

To work around this issue, Nerdio has found that you can add the following Registry keys on the AVD Host directly, to suppress WAM and revert Outlook back to ADAL.

Note that the keys are for CURRENT USER and not Local Machine. Log in AS THE USER and place these keys when no office apps are open. Then you can open outlook and test again.

[HKEY_CURRENT_USER\Software\Microsoft\Office\16.0\Common\Identity]
"DisableADALatopWAMOverride"=dword:00000001

[HKEY_CURRENT_USER\Software\Microsoft\Office\16.0\Common\Identity]
"DisableAADWAM"=dword:00000001

If you place these keys and find the logins are resolved,  you should deploy these keys via GPO for all users on the same office version (usually all of them).

If the above Registry change does not resolve the issue for you, please see Microsoft's documentation for more information on this issue and let us know including your 4 digit account number, and screenshots of the errors you see so we can help you find the correct fix.