Error "Something Went Wrong" signing in to Microsoft 365 Copilot. (Windows)

Q. When users attempt to sign into Microsoft 365 desktop applications, they receive an error message.   

      Error: Something went wrong. 

      The computer being used is Windows.

A. There may be a problem with the Microsoft 365 Apps for enterprise license activation. 

*From January 2025, the name "Microsoft 365" was changed to "Microsoft 365 Copilot".

When this error occurs, a code is displayed together with the error message.
* In many cases, this code is the string shown as "Error Tag" in the Troubleshooting details section at the bottom of the message.

If these errors occur, please reset the sign-in information for the Office applications.

１） Sign out from Microsoft Office apps

1. Launch a Microsoft Office application such as Excel and click on "Account".
2. Click "Sign out".

3. "Sign out from Office" is displayed on the screen.

   Click "Sign out".
   * If "Delete Account" appears on the screen, click "Yes".
   * If you are signed in with multiple accounts, please sign out of all accounts.

   

4. Close all running Office applications. 

２）Run OLicenseCleanup.vbs (script file)

1. Access the following Microsoft support page.
   • Reset activation state for Microsoft 365 Apps for enterprise
      

2. Click on the file "OLicenseCleanup.zip" in "Method: Use scripts to automate the cleanup process" to download it.

   

3. Run the OLicenseCleanup.vbs (VBScript script file) inside the OLicenseCleanup.zip file.
   For that purpose, please double-click on OLicenseCleanup.vbs.
   *The execution process runs in the background and the completion screen is not displayed.
   *If the logged-on user does not have administrator privileges, the script needs to be run twice.
   In the case of the logged-on user, after running OLicenseCleanup.vbs, right-click the command prompt and launch it under a different administrator user account.
   After that, please run OLicenseCleanup.vbs on the command prompt.
   *OlicenseCleanup.vbs cannot be used in environments where Windows 11 Smart App Control is enabled.
   If Smart App Control is enabled, change the setting to "Disabled," or follow the steps in "Method: Manually clear previous activation information" under "Reset activation state for Microsoft 365 Apps for enterprise"

３）Disconnect the account from "Access work or school"

1. Click the Start (Windows icon) and select "Settings" (gear icon).
2. Click on "Account" and select "Access work or school".
3. If you have an THERS account under "Work or School Account", click "Disconnect".
   *Do not disconnect any items other than THERS account connected to Azure AD or AD.
   Please note that if you "cut off", you will be disconnected from the domain.
    

４）Delete the folder causing the error

1. Copy and paste the following file name into the Windows search bar, and delete all the files in the folder that appears.

1.  
   • %LOCALAPPDATA%\Packages\Microsoft.AAD.BrokerPlugin_cw5n1h2txyewy\AC\TokenBroker\Accounts
   • %LOCALAPPDATA%\Packages\Microsoft.Windows.CloudExperienceHost_cw5n1h2txyewy\AC\TokenBroker\Accounts
   • %LOCALAPPDATA%\Microsoft\TokenBroker\Cache
   • %LOCALAPPDATA%\Microsoft\OneAuth
   • %LOCALAPPDATA%\Microsoft\IdentityCache
      
2. After deletion, restart the computer.

５） Activate Office 365 license

1. Launch a Microsoft Office application such as Excel.
2. When the screen that says "Please sign in to start (app name)" appears, click "Sign in to your account or create an account".
   * If "Sign in to set up Office" is displayed, click "Sign In".
3. Enter your THERS account（ab.12c.3456@f.thers.ac.jp,@s.thers.ac.jp,@a.thers.ac.jp) and password for "Office License Activation".

4. When the "Sign in to all apps, websites, and service on this device?" screen appears, select "No, this app only".

   
   * If you clicked "Yes", please refer to the article below.
   Reference: When trying to use Teams, the message "Device management could not be enabled" is displayed.
    

5. Click "Agree" on the license agreement screen.
   After that, please check if the Office applications are working properly.

   

   Error “Something Went Wrong [1001]” signing in to Microsoft 365 Desktop Applications - Microsoft Support