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sajithgh avatar image
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sajithgh asked ZweSibiya-8946 commented

continuously prompting credentials window for users for word and excel in SharePoint 2019

We are facing issue while accessing excel or word from on-premises SharePoint 2019, continuously prompting credentials window for users.

Recently installed KB Number KB5005260 in Windows 10 is the issue. Also we are unable to unistall.

https://support.microsoft.com/en-us/topic/kb5005260-servicing-stack-update-for-windows-10-version-2004-20h2-and-21h1-august-10-2021-ec4c5daa-2cec-4b06-be93-037f150fe3ba

(Patch Name:Ssu-19041.1161-x64-21H1.msuPatch Description:2021-08 Servicing Stack Update for Windows 10 Version 21H1 for x64-based Systems (KB5005260)
Release Date:Aug 10, 2021Supported Date:Aug 10, 2021Bulletin ID:MS21-AUG12Severity:CriticalReboot:RequiredDownload Status:DownloadedSuperseding Bulletin ID:NA).

Is there any option to uninstall this KB from Windows 10 Machine Client or in SharePoint 2019 any option ?

office-sharepoint-server-administration
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1 Answer

EchoDu-MSFT avatar image
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EchoDu-MSFT answered ZweSibiya-8946 commented

Hi @sajithgh ,

Nice to meet you again.

As per the KB article page of the KB5005260 update, this servicing stack update cannot be uninstalled.

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In view of the situation that the Office Application keeps opening the prompting credential window, you can take the following steps:

1.Sign out all Office

2.Removing all the stored credentials in the credentials manager.
NOTE: This will remove your stored passwords.

  • Control Panel >> User Accounts >> Credential Manager >> Windows Credentials

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3.Delete the Identity folder.
Note: It is recommended that you backup the Identity folder in advance.

Open Registry Editor:

  • HKEY_CURRENT_USER\Software\Microsoft\Office\16.0\Common\Identity

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  • HKEY_CURRENT_USER\Software\Microsoft\Office\15.0\Common\Identity

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4.Reopen the Office Application to test

Thanks,
Echo Du
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· 5
5 |1600 characters needed characters left characters exceeded

Up to 10 attachments (including images) can be used with a maximum of 3.0 MiB each and 30.0 MiB total.

Hope there is no issue if delete Identity folder.

What about Windows Credential under credential Manager ? Do we have to clear that as well?

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Hi @sajithgh ,

Yes, you can delete the account credentials that you specify. NOTE: This will remove your stored passwords.

Thanks,
Echo Du

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Thanks for the help.
The client has confirmed that the issue was not due to this patch, it was due to another app zscaler agent

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This solution did not work for my client, but adding sharepoint link on trusted sites and closing security level for trusted sites helped, now I will ask guys from our Back Office to deploy the rule so that I don't have to do this for every user.
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