If you’re encountering the 7ita9 error while trying to sign in to Office 365 apps like Outlook, Teams, or other related services, it can be frustrating. This issue is often caused by problems with cached credentials or corrupted identity data. Luckily, there’s a step-by-step solution to resolve it. Let’s walk through the process to get you back up and running.
1. Clear Cached Credentials from the Registry
The first step involves removing any cached identity information that might be causing issues. Here’s how:
- Press
Windows + Rto open the Run dialog box. - Type
regeditand hit Enter to open the Registry Editor. - Navigate to the following path:
HKEY_Current_User\Software\Microsoft\Office\16.0\Identity\Identities - Under the Identities folder, delete all the subfolders representing cached identities.
This removes any lingering identity information that could be causing conflicts when trying to sign in.
2. Disconnect Work or School Accounts
Next, we’ll remove any linked work or school accounts from the system settings:
- Open Settings from the Start menu.
- Go to Accounts > Access work or school.
- Disconnect all accounts listed under this section by selecting each one and clicking Disconnect.
This will ensure no conflicting work or school accounts are linked to your Office applications.
3. Clear AppData Folders
After removing the cached identities and disconnecting accounts, we need to clear some local folders:
- Navigate to the following directory:
C:\Users\<YourUsername>\AppData\Local\Microsoft(Replace<YourUsername>with your actual Windows user account name.) - Inside the Microsoft folder, locate the IdentityCache and OneAuth folders. Delete the contents of both folders but leave the folder structure intact.
This will clear any local identity or authentication caches that might be corrupted.
4. Sign Out of Office Apps
If you’re signed into any Office 365 applications like Word or Excel, make sure to sign out of them:
- Open an Office application (Word, Excel, etc.).
- Sign out of all accounts within the app by clicking on your profile in the upper right corner and selecting Sign Out.
5. Run a PowerShell Command to Fix the AAD Broker Plugin
Now, we’ll run a PowerShell command to ensure the AAD Broker Plugin (which handles Azure Active Directory authentication) is properly installed and configured:
- Open Windows PowerShell as an administrator.
- Search for “PowerShell” in the Start menu, right-click it, and select Run as Administrator.
- In the PowerShell window, enter the following command:
if (-not (Get-AppxPackage Microsoft.AAD.BrokerPlugin)) { Add-AppxPackage -Register "$env:windir\SystemApps\Microsoft.AAD.BrokerPlugin_cw5n1h2txyewy\Appxmanifest.xml" -DisableDevelopmentMode -ForceApplicationShutdown } Get-AppxPackage Microsoft.AAD.BrokerPlugin
This command ensures the AAD Broker Plugin is registered correctly, which is essential for handling authentication in Office 365 applications.
6. Restart Your Computer
After completing all the steps, restart your computer to apply the changes.
Conclusion
If the issue persists after completing these steps, it may be necessary to contact Microsoft support for further troubleshooting. However, in most cases, this guide should fix the problem and get you back to work quickly!
