On a Windows 10 v1809 PC, I'm trying to sign into Sticky Notes v3.6.76.0 (latest) using my Office 365 user account. Consistently, it prompts for and accepts the credentials (password then MFA / TFA code), spins on "Just a moment..." for a minute or so, and then fails with the following error:

We couldn't verify your sign-in info.

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Unlike other cases (link 1, link 2), there is no additional error information.

In my diagnostics, I have found that:

  • Microsoft Office apps (Outlook, etc) connected to the same account continue to work.
  • Sign-in succeeds at https://www.onenote.com/stickynotes, on another Windows 10 v1809 PC (same software, same network, etc), and on an Android smartphone so the credentials aren't the problem.
  • Resetting and reinstalling, as advised by https://www.easeus.com/resource/fix-sticky-notes-not-available-error-in-windows-10.html, doesn't make a difference.
  • Manually entering the credentials, as opposed to selecting the account from the pre-filled menu, doesn't make a difference.
  • Sign-in succeeds under a different local user profile.
  • There's nothing relevant in the event log "Applications".
  • Removing the Windows Credential "MicrosoftAccount:user=<my username / email address>" (modified today) didn't make a difference.
  • Removing the Windows Credential "SSO_POP_User:user=<my username / email address>" (modified today) didn't make a difference.


Update: 2019/09/23 11:19

I have found that:

  • Outlook 2019 has been acting strangely - prompting for my credentials every 1 hour or so but only actually needing them half the time, etc. A new Outlook profile doesn't seem to have made a difference.
  • Clearing all Windows credentials (including virtualapp/didlogical, SSO_POP_Device, etc but excluding Slack/tokens) didn't make a difference.
  • Using a different Office 365 account (but in the same tenant) works fine - it didn't even prompt for credentials.


Update: 2019/09/23 12:29

I have found that:

  • Changing my password again hasn't made a difference.

Next, I'm going to try upgrading my installation of Windows 10.


Update: 2019/09/24 12:38

I have found that:

  • Upgrading to Windows 10 v1903 hasn't made a difference. In fact, it's made it worse as it broke the installation of Microsoft Office 365 ProPlus so I had to online repair it which requires reactivation which is failing because of these authentication problems.

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Update: 2019/09/25 14:33

I have found that:

  • .OLD-ing my Windows user profile and re-signing in with the affected account to cause a temporary user profile to be generated fixed the Outlook problem but Sticky Notes wouldn't open.
  • Attempting to use an app password wouldn't work because Modern Authentication can't handle them.
  • Completely uninstalling Microsoft Office (Revo Uninstaller in advanced mode, .OLD-ing %localAppData%\Microsoft\Outlook\, clearing Credential Manager, removing all Outlook profiles, etc and reinstalling didn't make a difference. In fact, the Microsoft apps (Outlook, Sticky Notes, Edge, etc) were still aware of the accounts somehow.

My last discovery reaffirmed my suspicion that modern Microsoft apps store credentials elsewhere so I looked around and found that the accounts were listed in Windows' Settings | Accounts | Email & accounts.

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Removing the affected account from Windows' Settings | Accounts | Access work or school resolved the problem.

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