How to Fix Microsoft 365’s ‘Something Went Wrong’ [1001] Error

The error message “Something went wrong. [1001]” in Microsoft 365 typically suggests an issue with the user profile, which might be corrupted or improperly set up. This error can also arise from conflicts between Multi-Factor Authentication (MFA) and Virtual Desktop Infrastructure (VDI) setups, especially in a VDI environment.

Additionally, if Trend Micro antivirus software is installed, it might interfere with the AAD Broker Plugin, leading to this error. No matter the cause, the following methods have helped many users. Follow these steps one by one to find the solution that works for you.

1. Add Scan Exclusion in Trend Micro Antivirus (if applicable)

Trend Micro Antivirus can sometimes interfere with the AAD Broker Plugin, which handles sign-in and identity processes for Microsoft applications. This interference can cause error code 1001 by disrupting the plugin’s authentication tasks. To resolve this, you can add a scan exclusion for the AAD Broker Plugin in Trend Micro Antivirus, preventing the antivirus from scanning or blocking the plugin.

1. Open Trend Micro Antivirus by clicking its icon in the system task tray.
2. Click the gear icon to access Settings.
3. Select Exception Lists from the left pane and click Add.
4. Click Browse… to locate the folder you want to exclude.
5. Navigate to the following path (replace Username with your actual username):

   C:\Users\Username\AppData\Local\Packages\Microsoft.AAD.BrokerPlugin_cw5n1h2txyewy\

   

6. Once the folder is selected, click OK to confirm.

The AAD Broker Plugin folder is now added to the scan exclusion list in your antivirus software. Check if the issue has been resolved.

2. Recreate User Profile

Over time, Microsoft 365 user profiles can become corrupted or misconfigured due to unexpected system shutdowns, incomplete or faulty updates, antivirus interference, or other issues. Creating a new user profile removes the corrupted or misconfigured files and forces Microsoft 365 to generate fresh ones. This process resets all user-specific configurations, enabling Microsoft 365 to establish a clean and functional authentication process.

1. Open Settings and navigate to Accounts.
2. Go to Family & other users.
3. Under Other users, click on Add someone else to this PC.
4. Select I don’t have this person’s sign-in information.
5. Click on Add a user without a Microsoft account.
6. Enter a username, set a password, and click Next.

Once the new user is created, sign in with the new account and try signing in to Microsoft 365 to check if the issue has been resolved.

3. Clear OneAuth and IdentityCache

The OneAuth and IdentityCache folders store sign-in tokens and authentication data used by Microsoft 365. If these folders become outdated or corrupted, they can interfere with the login process, preventing successful authentication. Clearing these folders forces Microsoft 365 to generate fresh authentication data, resolving any conflicts and allowing you to log in without issues.

1. Close all Microsoft 365 applications to ensure no files are in use.
2. Press the Windows + R keys simultaneously to open the Run dialog box.
3. Type %localappdata% and press Enter.
4. Locate and open the Microsoft folder.
5. Find the OneAuth and IdentityCache folders.
6. Right-click on each folder and select Cut.
7. Paste both folders onto your Windows Desktop.
8. Restart your computer and check if the issue has been resolved.

4. Open Microsoft 365 Application in Safe Mode

Corrupted settings or conflicting add-ins can prevent Microsoft 365 applications from authenticating properly, leading to errors like this one. Launching applications in Safe Mode temporarily disables all third-party add-ins and custom settings, allowing the application to load only essential components. This method helps identify whether the issue is caused by an external plugin or a deeper system-level problem.

1. Close all Microsoft 365 applications on your computer.
2. Press the Windows + R keys simultaneously to open the Run dialog box.
3. Type the following commands based on the Microsoft 365 application you want to open in Safe Mode, then press Enter:
   • Word — winword /safe
   • Excel — excel /safe
   • Outlook — outlook /safe
   • PowerPoint — powerpnt /safe
   • OneNote — onenote /safe
4. If prompted, confirm Safe Mode by clicking OK.
5. After successfully logging in and connecting in Safe Mode, close the application and restart it normally to check if the issue is resolved.