OneNote mac sign desktop error (clear cache)

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IndiTansey-9100 asked Apr 13, '22 emizhang-msft commented Apr 18, '22

OneNote mac sign desktop error (clear cache)

I have Microsoft Basic account and use onenote a lot (web app) but it's problematic when internet is patchy. I tried to use the desktop version but when I try to login I get the message:

Another account from the same organisation is already signed in. To switch accounts, please to to Applications/Utilities/Keychain access, clear all entries including the 'office' keyword, and then restart the app.

I did this, deleting office related cache, restarted and got the same error message. I thought it must be because I was on basic package which doesn't include all desktop apps so I upgraded to standard MS package. Same problem. I tried logging out of all MS products and trying to launch desktop onenote but same error message again.

I deleted onenote app and reinstalled latest version today. Same error.

There are only 4 of us in the organisation and no one else has logged in as me.

I am using mac os catalina: version 10.15.7
Google chrome Version 100.0.4896.75
OneNote version 16.59

Any ideas for how I can login to the desktop version of onenote?

Thanks!

office-onenote-client-itpro

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Answer 1 · 2022-04-14T01:02:14.123Z

emizhang-msft answered Apr 14, '22 emizhang-msft commented Apr 18, '22

Hi @IndiTansey-9100,
Did you check if other Office programs will get the same problem?
I suggest you try to download the license removal tool to help you remove license files on Mac:
https://support.microsoft.com/en-us/office/how-to-remove-office-license-files-on-a-mac-b032c0f6-a431-4dad-83a9-6b727c03b193?ui=en-us&rs=en-us&ad=us

If the issue is still existed, you can try to troubleshoot Office for Mac issues by completely uninstalling before you reinstall:
https://support.microsoft.com/en-us/office/troubleshoot-office-for-mac-issues-by-completely-uninstalling-before-you-reinstall-ec3aa66e-6a76-451f-9d35-cba2e14e94c0
Just checking in to see if the information was helpful. Please let us know if you would like further assistance.

If the response is helpful, please click "Accept Answer" and upvote it.
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emizhang-msft · Apr 18 at 09:42 AM

Hi @IndiTansey-9100,
Just checking in to see if the information was helpful. Please let us know if you would like further assistance.

If the response is helpful, please click "Accept Answer" and upvote it.
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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