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Issues Accessing Installed Microsoft Apps on Windows 11

NatalieJ 0 Reputation points
2025-08-19T18:57:25.54+00:00

Unable to access installed Microsoft applications like Word, Outlook, and Excel on a desktop, while online access is functional. The same credentials and account information were used, and multiple troubleshooting steps were tried, including uninstalling and reinstalling the suite of apps and updating Windows 11.

When attempting to sign in to activate an application, such as Excel, the following error message appears:

Correlation Id: Removed PII

Timestamp: 2025-08-19T16:40:21.000Z

DPTI: Removed PII

Message: The credential is invalid. Unexpected sub status (6008).

Tag: 657rx

Code: Removed PII

Additionally, efforts to disconnect the "Work or school account" from the computer via Settings > Accounts > Access work or school were unsuccessful. Attempts to sign in to Microsoft.com resulted in unrecognized account issues due to the type of license held.

Microsoft 365 and Office | Install, redeem, activate | For business | Windows
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  1. Phoebe-N 2,055 Reputation points Microsoft External Staff Moderator
    2025-08-20T08:00:37.9566667+00:00

    Hi @NatalieJ 

    Good day! Welcome to Q&A forum! 

    Please understand that our forum is a public platform, and we will modify your question to cover your organization domain name in the description. Please notice to hide these personal or organization information next time you post error or some information to protect personal data.  

    I'm sorry to hear that you are experiencing such inconvenience while using office apps. The error 657rx with sub-status 6008 typically points to a problem with credential validation. It's highly appreciated that you've managed to try necessary troubleshooting steps before reaching out.  

    As the issue persists, please follow these recommended troubleshooting steps and let me know if they work: 

    • Sign Out from All Microsoft Apps   

    Open Microsoft Edge or Office apps 

    Sign out from your old work account and ensure your personal account is set as the default 

    • Open File Explorer, paste the following path, and delete all files and folders: %localappdata%\Packages\Microsoft.AAD.BrokerPlugin_cw5n1h2txyewy 
    • Try  disconnecting the "Work or school account" again 
    • Run one Office application, such as Word, sign into your account, and check again. 

    If the issue persists, there may be cached data in the registry. Hence, users should delete them. 

    • Press Windows + R, type regedit, and press Enter 
    • Navigate to: HKEY_CURRENT_USER\Software\Microsoft\Office\ 
    • Look for folders/names matching your old work account and delete them 

    Finally, kindly remove Credentials from Windows Credential Manager  

    • Press Windows + S, type Credential Manager, and open it.  
    • Go to Windows Credentials.  
    • Look for entries related to your old work or Microsoft 365 account (e.g., MicrosoftOffice16_Data).  
    • Click Remove on those entries.  

    Please try the steps above. I'm looking forward to your updates. I'm happy to help if you have any other concerns. 

    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. 

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