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Advocate II
Advocate II

App takes long time to connect and "sign on failed"



I recently shared an app across my organization, and generally it works fine. However, some users are reporting issues when trying to connect. Specifically, the app needs to link to SharePoint and EXCEL Online. It tells the user it's "almost there", but then takes several minutes before the following screen comes up, afterward still pointing to connection issues as shown below.


What should users do when this happens? Is it normal that it says {username}{token}? Should it say the person's UPI instead?


Annotation 2020-08-03 111206.jpg



However, this does not happen for all the users, as some could connect ok. One user used clicked "Fix connection" and that actually fixed it for him. It did not work for this one.


Best regards,


Community Support
Community Support

Hello @Eric6 ,


Do you know if the user who had the issue has changed his password? Because perhaps if he changed the M365 password the tokens might be expired so that's why it does not work and he needs to use the "Fix connection" to enter new credentials.

Ok. I asked him to press "Fix connection" and provide credentials as required. This worked, but now there is a new sign-on request all the time for any action, telling him that for security reasons he must sign on again. It works with a click of a button without entering a password again, but the same message comes up after a few seconds.


Could something be wrong with his specific security settings? This is definitely not the same when some other people are using the app.

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