Fix Microsoft Office Error “AADSTS90002: Tenant ‘XXXYYYZZ-1411-abcd-8880-ac298c72febe’ not found”

Recently we received this error message when trying to set up an Microsoft O365 email address in Outlook:

AADSTS90002: Tenant ‘XXXYYYZZ-1411-abcd-8880-ac298c72febe‘ not found.
Check to make sure you have the correct tenant ID and are signing into the
correct cloud. Check With your subscription administrator, this may happen if
there are no active subscriptions for the tenant.

What to do if you get this error when trying to set up your new mail account in Outlook? It’s easy if you know where to look.
To clear cache files that may be causing issues, follow this more detailed process:

  1. Open File Explorer: You can access File Explorer by pressing Win + E on your keyboard, or by clicking on the File Explorer icon in the taskbar.
  2. Navigate to AppData Folder: In the address bar of File Explorer, type %localappdata% and press Enter. This command takes you directly to the Local AppData folder where application-specific data is stored.
  3. Go to Microsoft Directory: Within the Local AppData folder, find and double-click on the Microsoft directory to open it.
  4. Locate Cache Folders: Inside the Microsoft directory, search for folders that may be storing cache files related to your issue. Based on your screenshots, look for folders named IdentityCache and OneAuth.
  5. Delete or Rename Cache Files: Once you locate the cache files within these folders, you can either delete them or rename them. Renaming is a safer option if you’re unsure, as it preserves the files should you need to restore them. To rename, right-click the file and select ‘Rename’, then add a suffix like .alt to the file name.

Now on to the next step:

Removing Accounts from Windows

  1. Open Settings: Press the Win + I keys to open Settings.
  2. Navigate to Accounts: Click on the Accounts option on the Settings main menu.
  3. Access Your Accounts: Select Email & accounts on the sidebar. Here, you will see a list of all accounts connected to your Windows device, including your Microsoft account and any other accounts linked for email, calendar, and contacts.
  4. Remove Accounts:
    • For each account listed, click on it and then select Manage.
    • In the window that opens, find the option to Delete account from this device and select it.
    • Confirm the removal when prompted.

Now you should restart your computer and open an Microsoft 365 Office app like Excel. You will get prompted to sign in again (upper right side). After that you can open Outlook and set-up your new Office 365 Exchange email address without getting this annoying error message.

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