Question
When signing in (activating a license) to an Office app, the Access Control Login screen does not appear. I would like to know the cause and how to resolve this.
Answer
The authentication request from Microsoft 365 may not be reaching Access Control.
Access Control displays the Login screen to the User based on the authentication request from Microsoft 365.
Therefore, if the authentication request does not reach Access Control, the Access Control screen will not be displayed.
There have been cases where the following troubleshooting steps on the Office and Windows side resolved the issue. Please check them in order as shown below.
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If you are using Windows 10 or later, Clear the cache of the Microsoft Edge browser.
Reference Link: How to clear the cache
On Windows 10 or later, the Office client application performs authentication via Microsoft Edge.
Therefore, the browser cache may cause issues with authentication. -
If you are using Windows 10 or later, disconnect the Microsoft 365 account connected to the device.
1. Click the [Start] button, then click [Settings].
2. On the [Windows Settings] screen, click [Accounts].
3. Click [Access work or school] on the left side of the screen.
4. If a Microsoft 365 account is displayed on this screen and is connected, click the account and select "Disconnect". -
Repair the Office app and run the Microsoft Support and Recovery Assistant tool.
Reference Links
Repair an Office application (external link)
About Microsoft Support and Recovery Assistant (external link) -
Delete the credentials.
1. Click [Start] – [Control Panel].
2. Click [User Accounts] – [Manage Credentials] in order.
3. Click the relevant credential to expand it.
4. Click [Remove from Credential Container], and Delete all credentials containing the following keywords.
– Credentials containing the keyword [outlook]
– Credentials containing the keyword [office365]
– Credentials containing the keyword [onmicrosoft.com]
– Credentials containing the keyword [MicrosoftOffice1x ～ SSPI]
– Credentials containing the keyword [ADAL]
– Credentials containing the keyword [Autodiscover] -
Recreate the Windows User Profile.
Reference Link
Create a local user account or administrator account in Windows (external link) -
Run Windows Update.
After applying the update, restart the device once.
Reference Link
Windows Update (external link)
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