Attach the screen recording file to the ticket. Play the video to confirm it recorded properly. Re-open the Microsoft 365 application to show that the cleint is still prompted for credentials. 
Close out of the Microsoft 365 application.
Have the client input their credentials. 
Open a Microsoft 365 application that is having the authentication issue. Choose the appropriate screen under the Entire Screen tab. Choose the following options from the drop down menus:. Go to in Microsoft Edge or Google Chrome. Start a screen recording using Microsoft Stream. Get a screen recording of the error and attach it to the ticket using the following steps:. If the client objects, skip to the next section (installing the latest version of Microsoft Office 365). If the client agrees use the steps below. The client can use the online versions of the Microsoft 365 applications while Microsoft is investigating the issue. Ask the client if they are willing to leave the issue broken while Microsoft investigates the issue. If the client is still prompted for login credentials after the registry update:. Update the DWORD value for “ DisableADALatopWAMOverride” to 0. Verify if there is a DWORD value named “ DisableADALatopWAMOverride” that is set to 1. (If the DWORD value for “ DisableADALatopWAMOverride” is set to 0, skip to step 9.). Update the DWORD value for “ EnableADAL” to 1. (If “ EnableADAL” is not found in the registry, skip to step 6.) Verify if there is a DWORD value named “ EnableADAL” that is set to 0. Go to “Computer\HKEY_CURRENT_USER\Software\Microsoft\Office\16.0\Common\Identity.”. (This should not be done as admin as it will apply the changes to your profile instead of the client's settings.) Open the Regedit application as the client. Verify if modern authentication has been disabled in the registry and enable modern authentication if necessary.
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