SOLVED: Scrub Office License, Credentials & Identity To Solve Sorry, Another account from your organization is already signed in on this computer

When starting an Office 365 Pro Plus (Office 2016, Office 2019) product like Word, Excel, PowerPoint or Outlook you may be prompted to log in.  At that point you may see:

Sorry, another account from your organization is already signed in on this computer

 

There are two ways to solve this but each one starts with closing ALL Office products including Skype and Teams.  For some reason, you also need to close Internet Explorer although we don’t know why that is.

CLOSE EVERYTHING:

If you are unsure if everything is closed use TASK MANAGER or the TASK KILL script provided at the end of this article.

 


1- Manually Delete your Stored Credentials, Office Identity and Office 365 License:

A – Clear your Credentials

  1. Delete Stored Username and Password from Windows Credential ManagerClick the START button and type CREDENTIAL MANAGER then click on it
  2. Click the WINDOWS CREDENTIALS TAB
  3. Expand every item one by one and select REMOVE

Yes this is a tedious process and there is no way to remove all of the stored credentials at the same time in Windows 10.

B – Clear your Office Identity From the Registry

  1. Click the START button and type REGEDIT then click on it
  2. Delete both of the following entries:
    HKCU\Software\Microsoft\Office\16.0\Common\Identity
    HKCU\Software\Microsoft\Office\16.0\Registration

C – Delete your License Data

  1. Delete the following folder and all of its contents
    %localappdata%\Microsoft\Office\16.0\Licensing\

D – Reboot

  1. Reboot (not just a log off) your PC
  2. After you sign in launch Word (or Excel or…) and sign in when prompted

E – ADVANCED OPTION

If this still does not work, you may have to add two registry entries.  This means you need to run through steps A, B and C above again, add the reg entries below, then reboot

  1. Click the START button and type CMD, the click on it
  2. Enter these two commands to add in ADAL WAM OVERRIDE:
    REG ADD HKCU\Software\Microsoft\Office\16.0\Common\Identity /v EnableADAL /t REG_DWORD /d 00000000 /f
    REG ADD HKCU\Software\Microsoft\Office\16.0\Common\Identity /v DisableADALatopWAMOverride /t REG_DWORD /d 00000001 /f

F- ADVANCED OPTION 2

If this still does not work, you will have to run THIS .VBS SCRIPT  then steps A, B, C and E before rebooting.  You can open the script and understand what it is doing as Visual Basic script is close to plain english.

 


2 – Script The Stripping of All Stored Credentials, Office Identity and Licensing

A – Close All Office Products and Internet Explorer

taskkill /IM WinWord.exe /F
taskkill /IM Excel.exe /F
taskkill /IM Outlook.exe /F
taskkill /IM PowerPoint.exe /F
taskkill /IM Lync.exe /F
taskkill /IM MSACCESS.EXE /F
taskkill /IM Teams.exe /F
taskkill /IM MSPub.exe /F
taskkill /IM OneNote.exe /F
taskkill /IM OneNoteM.exe /F
taskkill /IM iexplore.exe /F
taskkill /IM OfficeClickToRun.exe /F
taskkill /IM OneDrive.exe /F

B – Clear All Office Licenses

Run THIS .VBS SCRIPT and this command:

del /F /Q %localappdata%\Microsoft\Office\16.0\Licensing\

C – Clear the Users Office Identity

This script must be run as the user with the issue:

REG DELETE HKCU\Software\Microsoft\Office\16.0\Common\Identity /f
REG DELETE HKCU\Software\Microsoft\Office\16.0\Registration /f
REG ADD HKCU\Software\Microsoft\Office\16.0\Common\Identity /v EnableADAL /t REG_DWORD /d 00000000 /f
REG ADD HKCU\Software\Microsoft\Office\16.0\Common\Identity /v DisableADALatopWAMOverride /t REG_DWORD /d 00000001 /f

D – Reboot

Reboot and try an Office product like Word or Excel

Scripting Notes:

When I was scripting this I found there was timing issues and that I had to put so lags in and even run the scripts multiple times.  My PDQ deployment looks like:pdq-script-output

Leave a Reply