Microsoft Office 365 - Account Troubleshooting

Introduction

This article outlines some steps you can take to troubleshoot connecting to your @ualberta.ca Office 365 account.

This article is intended for use by active Students and Staff members with ccid@ualberta.ca accounts having issues activating Office 365.

Please try the following procedures in order. If any of the steps below resolve your issue, you don't need to continue following the rest.

If you previously had access to Office 365 or downloaded it for the first time and it is now giving you an error, such as:

Message: AADSTS50020: User account 'yourccid@ualberta.ca' from identity provider 'https://sts.windows.net/9d053c14-5a08-40d0-a616-dffd170e2b7e/' does not exist in tenant 'ualberta.ca' and cannot access the application 'd3590ed6-52b3-4102-aeff-aad2292ab01c'(Microsoft Office) in that tenant. The account needs to be added as an external user in the tenant first. Sign out and sign in again with a different Azure Active Directory user account.
Prompting you with an "yourccid@ualberta.onmicrosoft.com" account error.

The steps below will resolve these errors and activate Office 365 on your computer.

Open Microsoft Word, these steps will not work if you try them in a browser.
Sign out of any Microsoft account you see. For information on how to sign out of Office apps, please see this Microsoft article.
Sign in again and type your username as "yourccid@ualberta.onmicrosoft.com". The login screen will refresh and still show the username you entered.
Delete that username and type in your ualberta email "ccid@ualberta.ca"
If prompted, choose "Work/School Account."
It should direct you to a green coloured login screen asking for your ccid password.
It will then prompt if you want to "Stay signed in to all your apps." Click on "No, sign in to this app only." Selecting this option will still allow the other apps, such as Excel and Powerpoint to activate automatically.

Below is a visual guide on the steps above, should you need it.

Should you continue to have activation issues with your Office 365 apps, below are other steps that may work for you.

Remove the @ualberta.ca 'Work/School' account from your computer.
Restart your computer.
Try signing into Office using your CCID (ccid@ualberta.ca)
For information on how to remove the 'Work/School' account from your computer, please see this Microsoft Article. Choose your Windows version and then look under the section titled 'Add work or school accounts to your PC'.

If on a Windows device, the 'Microsoft Support and Recovery Assistant' is built into the help section now. *NOTE* Microsoft Support and Recovery Assistant doesn't seem to work all the time. Signing out of the Office application and doing steps 2 and 3 seems to work better.
When asked to sign in, please sign in with your ccid@ualberta.ca account.
Follow the on-screen instructions.

Download and run 'Office Reset'
Follow the instructions in the installer. When you get to the 'Installation Type' section, select 'Reset License and Sign-In'
Continue following the instructions in the installer. When it is complete, restart your Mac and attempt to sign in to Office apps using your CCID (ccid@ualberta.ca)

Follow the instructions in this Microsoft Article to uninstall Office365 from your PC.
Restart your PC.
Follow the instructions in this Microsoft Article to install Office365 on your PC. Be sure to sign in with your ccid@ualberta.ca.

Follow the instructions in this Microsoft Article to uninstall Office365 from your Mac.
Restart your Mac.
Follow the instructions in this Microsoft Article to install Office365 on your Mac. Be sure to sign in with your ccid@ualberta.ca.