SOM Information Technology Service Catalog

  • Verify if modern authentication has been disabled in the registry and enable modern authentication if necessary.
    1. Open the Regedit application as the client. (This should not be done as admin as it will apply the changes to your profile instead of the client's settings.)
    2. Go to “Computer\HKEY_CURRENT_USER\Software\Microsoft\Office\16.0\Common\Identity.”
    3. Verify if there is a DWORD value named “EnableADAL” that is set to 0. (If “EnableADAL” is not found in the registry, skip to step 6.)
    4. Update the DWORD value for “EnableADAL” to 1.
    5. Select OK.
    6. Verify if there is a DWORD value named “DisableADALatopWAMOverride” that is set to 1. (If the DWORD value for “DisableADALatopWAMOverride” is set to 0, skip to step 9.)
    7. Update the DWORD value for “DisableADALatopWAMOverride” to 0.
    8. Select OK.
    9. Close Regedit.
    10. Open Outlook and sign-in.
  • If the client is still prompted for login credentials after the registry update:
    • Ask the client if they are willing to leave the issue broken while Microsoft investigates the issue. 
    • The client can use the online versions of the Microsoft 365 applications while Microsoft is investigating the issue. (
  • If the client agrees use the steps below.  If the client objects, skip to the next section (installing the latest version of Microsoft Office 365).
    • Get a screen recording of the error and attach it to the ticket using the following steps:
      • Start a screen recording using Microsoft Stream
        • Go to in Microsoft Edge or Google Chrome.
        • Select Create.
        • Select Record Screen or video.
        • Choose the following options from the drop down menus:
          • Camera off.
          • Microphone off.
          • Screen only.
        • Select the record button.
        • Choose the appropriate screen under the Entire Screen tab.
        • Select Share.
      • Open a Microsoft 365 application that is having the authentication issue.
      • Have the client input their credentials.
      • Close out of the Microsoft 365 application.
      • Re-open the Microsoft 365 application to show that the cleint is still prompted for credentials.
      • Select the pause button.
      • Select Next.
      • Play the video to confirm it recorded properly.
      • Select Save video file.
      • Attach the screen recording file to the ticket.
    • Use KB0025774 Office Authentication Issue Log Collection Procedure to gather the required logs and attach them to the ticket.
    • Send a Teams message to the TLEs with the ticket number so the error can be relayed to Microsoft.
  • No labels