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Alialmwali avatar image
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Alialmwali asked VikiJi-MSFT commented

AADSTS9002313: Invalid request. Request is malformed or invalid when try to login to office

Dear Support Team

when i try to login to Microsoft office 36 apps I get the following error, on online it's working fine

Request Id: c9204b7c-04a5-4271-87b7-ad1e9b8dd000


Correlation Id: ec07d895-220a-409a-8dfe-d2d4f9804c40

Timestamp: 2021-09-05T08:37:55Z


Message: AADSTS9002313: Invalid request. Request is malformed or invalid.

office-outlook-itprooffice-word-itprooffice-onedrive-client-itpro
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1 Answer

VikiJi-MSFT avatar image
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VikiJi-MSFT answered VikiJi-MSFT commented

Hi @Alialmwali,
Welcome to Q&A forum!

  • What version of the operating system are you using?

  • When did this issue start? Have you installed any other products or updates before the issue?
    Please try the following steps to troubleshoot this issue.

  1. Remove teh O365 license:

    • Run the Command Prompt as an administrator.
      For 32-bit Office: cd C:\Program Files (x86)\Microsoft Office\Office16
      For 64-bit Office: cd C:\Program Files\Microsoft Office\Office16

    • Run the following command and share the result with us: cscript ospp.vbs /dstatus

    • Then run the following script to remove the O365 installed key: cscript ospp.vbs /unpkey:"Last 5 of installed product key"

  2. Remove cached identities in registry:

    • Launch Registry Editor, go to HKEY_CURRENT_USER\Software\Microsoft\Office\16.0\Common\Identity\Identities to remove all identities under the Identities registry entry.
      Please note that deleting the registry key is irreversible, please make a backup before deleting it.

    • And then select Identity to check if there is EnableADAL key.
      If not, please right-click > New > DWORD (32-bit) Value > name it EnableADAL and set the value data as 1.

  3. Restart the PC and re-sign in to the Office to check this issue.

For more information, please refer to: Reset Microsoft 365 Apps for enterprise activation state

If the above do not work, please refer to Cliff Gu's sulution in this thread to reset IE for a check again.
Any updates, please let me know.


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Hi @Alialmwali,
How is your issue going now? Please feel free to post back any updates.
Thanks~

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