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Tarkisal

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Office 2013 User error

I have a user that suddenly can't open documents from our SharePoint Online 2013 site. I have determined the problem has something to do with her account on her computer. She is unable to login to Excel/Word/Office 2013 when using her credentials. It gives the attached error when she tries. I have tried resetting her password. I also believe it is specific to her computer since I can log her in using her credentials on my computer without issue.

Some other things I've tried

-Reset her password
-Removed all instances of saved information from the Credential manager
-Logged out of all instances of Office
-Reset Internet Explorer back to factory settings

I should mention she is able to login to her Office 365 account as well as her Outlook 2013 fine. It only appears to give the error when she tries to sync her account with her Office login.

She has Windows 7, IE 11, Office 2013.
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Tarkisal
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Vasil Michev (MVP)
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Tarkisal

ASKER

Thanks for the suggestions. We don't use AD FS or MFA. I find when I login as myself on that computer and then use the user's login info she IS able to open documents without issue. So I'm resigned to think it's a profile issue. However, right before I was about to blow away her profile and start her over I got a call from another user having the exact same issue. Both of these users were able to sync their Office accounts yesterday without issue. Today it gives them that error. One user has Windows 7 and the other has 8.1 but they both have Office 2013. Could this be an authentication issue or a problem on Microsoft's side? Or is it just a coincidence?
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Vasil Michev (MVP)
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Well it was patch Tuesday yesterday... just saying :)
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Tarkisal

ASKER

So I checked any patches and made sure no updates came through. I eventually had to rebuild the user's profile and that worked. I'm going to have to rebuild the second user's profile as well. In either case your suggestion was the fix. Thanks
Microsoft Office
Microsoft Office

Microsoft Office is an integrated suite of applications that includes Outlook, Word, Excel, Access, PowerPoint, Visio and InfoPath, along with a number of tools to assist in making the individual components work together. Coding within and between the projects is done in Visual Basic for Applications, known as VBA.

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