User cache credentials expired when returning to office after working remotely.

Brian E. Peacher 0 Reputation points
2024-02-22T19:32:58.2466667+00:00

When user returns to the office after working from home over the weekend, they get a message that states: "Error
Something went wrong. [1001]"
Error Tag: 7ita9 Error Code: 3399811147 An additional message in Excel states the user cannot "upload or download changes because your cache credentials expired." The user has a laptop and a desktop and uses the same credentials to work from both devices (typically not at the same time). The user is able to function in the online version of Outlook when this error occurs but not the desktop app.

Outlook Management
Outlook Management
Outlook: A family of Microsoft email and calendar products.Management: The act or process of organizing, handling, directing or controlling something.
5,035 questions
OneDrive Management
OneDrive Management
OneDrive: A Microsoft file hosting and synchronization service.Management: The act or process of organizing, handling, directing or controlling something.
1,184 questions

2 answers

Sort by: Most helpful
Most helpful Newest Oldest
  1. ChristyZhang-MSFT 22,066 Reputation points Microsoft Vendor
    2024-02-23T06:07:19.2066667+00:00

    Hi @Brian E. Peacher , Welcome to our forum!

    According to the error you provided, looks like the issue is related to the credentials. Please create a new profile(Control Panel>Mail>Show Profiles>add) and add the account for testing to check if there are some differences.

    In addition, i found a similar thread as yours, which mentioned the below information:

    User's image

    It's suggested that you could try to troubleshooting as mentioned in the thread.

    Hope to help you!

    If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment".

    Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.

    0 comments
  2. Administrator 0 Reputation points
    2024-05-23T14:45:25.89+00:00

    I had the same problem with an user account. The solution was found here:
    https://video2.skills-academy.com/en-us/microsoft-365/troubleshoot/authentication/automatic-authentication-fails

    Download the Assistent and let it run - it fixed the problem.

    0 comments