Troubleshooting common sign in issues within Microsoft products
In this guide, we will learn to troubleshoot some common sign in issues faced by users when using Microsoft products like Office 365, Microsoft Teams, and Azure DevTools for Teaching.
Getting error with error code CAAC000E
This is a common error for users with multiple devices signed into Microsoft 365 products.
Symptoms
When signing in to any Microsoft product, it will prompt user to “Stay signed in to all your apps”.
After clicking OK, the error shows up with error code CAAC000E. Further message indicates that the device is not eligible to enroll due to DeviceCapReached.
Solutions
TLDR
Solution 1: Disconnect devices that you no longer use, then try signing into your current device.
Solution 2: Contact helpdesk at assist@apu.edu.my and request to remove all enrolled devices under your account.
Solution 3: When prompted “Stay signed in to all your apps”, click on “No, sign in to this app only”.
The cause of the error is that user has enrolled 5 devices to the account. To confirm if that’s the case, you can go to the Device List in Microsoft account and check the currently enrolled devices.
As an example, the following screenshot shows that the user currently has 4 devices enrolled to the account, 3 of which are inactive.
The easiest solution is to disconnect your account from the devices that you no longer use by performing the steps below:
Make sure you still have access to your old device. This will not work if you have factory resetted the device!
Open Settings app, then go to Accounts > Access work or school.
Click on the dropdown of your user account, then click on Disconnect.
However, it is likely that you may have performed factory reset of the device without going through device unenrollment, or simply lost access to the old devices. In that case, you may send a helpdesk request to request us to remove the enrolled devices from your account.
Alternatively, you can bypass this error by not opting-in to enroll your device to your account. When prompted, click on “No, sign in to this app only”. This should skip the enrollment process which bypasses the error. However, do note that you will need to sign in again on other Microsoft apps.
Additional Information
The prompt “Stay signed in to all your apps” basically behaves the same as connecting your university account to your device via Settings app. When you sign in to any Microsoft apps for the first time in your device, this prompt will appear to ask if you want to connect your account to the device. Doing so will allow Microsoft app to share the account credentials across all apps, saving you the hassle required to sign in for other apps. Additionally, the Single Sign On (SSO) feature will carry forward to Edge browser and OneDrive as well, which allows you to syncronize your data automatically.
If “Allow my organisation to manage my device” is checked, Mobile Device Management (MDM) feature will kicks in which allows organisation to apply policies to the system and apps. Policies applied will show as *Some of these settings are hidden or managed by your organization in the Settings app. To avoid that, you may uncheck the box.
Getting error with error code 657rx
This is a common error for users that have performed operating system upgrades or hardware replacement.
Symptoms
When signing in to any Microsoft application such as Microsoft Teams or Outlook, you receive the following error with the code [657rx].
Solution
The issue can be resolved by disconnecting your Microsoft Account from the system, then trying to sign in again.
Open Settings app, then go to Accounts > Access work or school.
Click on the dropdown of your user account, then click on Disconnect.
Getting error regarding Trusted Platform Module
Pending information
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