Repeated Login Prompts in Excel When Accessing EBM Cubes

Common Causes

• Multiple sign-ins for the same email account
  Having more than one instance of the same email account signed in can create conflicts and trigger repeated login requests.

• Conflicting or multiple credentials stored on the machine
  Stored credentials in Windows Credential Manager or browser cache may conflict or become outdated, causing authentication issues.

• Frequent session timeouts due to internal security policies
  Strict security policies, such as short session timeouts, may require users to log in repeatedly.

• Network or browser settings affecting Microsoft 365 authentication
  Firewalls, VPNs, or restrictive network policies can block or interfere with Microsoft 365 authentication, leading to repeated login prompts.

• Outdated Excel or Office installation
  Running an outdated version of Excel or Office may cause issues with authentication, as older software versions may not fully support modern login methods. Repairing Office will often resolve the issue.

• Corrupted Office profile or installation
  A corrupted Office installation or user profile can cause authentication failures. Repairing or reinstalling Office may resolve this.

• Cached credentials that haven’t been cleared
  Old or conflicting credentials stored in the system cache may cause login prompts until they are removed.

• Browser-specific issues (if using the web version of Excel)
  Extensions, plugins, or settings in certain browsers may interfere with Microsoft 365 authentication when using the web version of Excel.

• Incorrect or incomplete Azure AD configuration
  If guest access settings in Azure Active Directory are misconfigured, it can lead to authentication problems for users.

• Conflicting security or authentication policies across devices
  Using multiple devices with varying security settings can lead to session inconsistencies, causing the system to ask for multiple logins.

• Outdated authentication tokens or certificates
  Expired or invalid tokens or certificates stored in the system may result in repeated login requests.

• Misconfigured Single Sign-On (SSO)
  Issues with SSO integration between Microsoft 365 and your company’s authentication system can lead to frequent login prompts.

• Third-party software or firewall interference
  Some security software or firewalls can block Microsoft 365's authentication process, leading to repeated login prompts.

• Roaming profiles or cloud-based profiles
  Inconsistent syncing of roaming or cloud-based profiles may result in frequent login requests, especially if login tokens are not properly retained.

Questions to Help Diagnose the Issue

1. How often are you being prompted to log in?

   • This helps us understand the frequency and severity of the issue. If it’s happening constantly, it may point to a deeper issue with token expiration.

2. Does this happen some of the time or all of the time?

   • Understanding whether this is an intermittent or consistent issue will help us identify potential time-related causes, such as session expiration.

3. Is this happening with all EBM Catalyst files, or just some? If just some, can you provide the file(s) so we can inspect them?

   • Inspecting specific files can help determine if the issue is isolated to certain files or a broader authentication problem across the board.

4. Are you using the same Microsoft 365 account that was added to our system?

   • Ensure that you are logged in with your work account that has access to Catalyst. Using a personal account or other work accounts may cause login issues.

5. Do you have multiple Microsoft accounts signed in on your machine?

   • Multiple accounts can cause conflicts. Try signing out of all accounts and logging in again with only the correct work account.

6. Could you provide a screenshot of the login prompt showing the user account(s) you're presented with when logging in?

   • Seeing the accounts that appear on the login screen helps us understand if there are conflicting credentials or multiple accounts involved.

7. Have you recently changed your password or had any security policy updates from your IT team?

   • Recent password changes or IT policy updates may cause Microsoft to prompt for repeated logins as tokens expire or become invalid.

8. Are you accessing the file through a VPN or on a network with restrictive policies?

   • VPNs or restrictive networks can interfere with authentication. Testing on a different network may help rule this out.

9. Have you tried signing out completely from all Microsoft accounts and signing back in?

   • This can refresh the token and potentially resolve the issue if it’s tied to a session that has become invalid.

10. Are you experiencing this issue in all physical locations (e.g., home vs. office)?

    • This helps determine if the issue is location-based, potentially pointing to network or security differences between locations.

11. Does this happen on all networks, or just specific ones (e.g., office network, home Wi-Fi, etc.)?

    • If the issue is isolated to a specific network, it could be related to how the network handles authentication or access to Azure services.

Troubleshooting Steps

1. Ensure Only One Email Account is Signed In

   • Check your system’s account settings (both Windows and Office sign-ins) and ensure only your primary email account is signed in.

   • If multiple accounts are logged in, sign out of all accounts and sign back in using only your primary account.

2. Clear Saved Credentials in Windows Credential Manager

   • Open Windows Credential Manager by searching for it in the Start menu.

   • Under Windows Credentials, look for any entries related to Excel, Microsoft 365, or your email account.

   • Remove any saved credentials that seem outdated or unnecessary, then restart Excel and sign back in with your primary email account.

3. Repair Microsoft Office

   • Open Control Panel: On your Windows PC, navigate to the Control Panel and select Programs and Features.

   • Locate Microsoft Office: Find Microsoft Office in the list of installed programs.

   • Choose Repair: Right-click on Microsoft Office, select Change, and then choose the Repair option. You can select Quick Repair for a faster process or Online Repair for a more thorough fix (requires an internet connection).

   • Follow the Prompts: Complete the repair process by following the on-screen instructions. Once the repair is complete, restart your computer and try opening Excel to see if the issue is resolved.

4. Check Session Timeout Settings in Excel

   • Sometimes Excel may sign you out if your session expires too quickly. You can check the timeout settings for Microsoft 365 apps:

     • Go to File > Account > Sign Out in Excel, then sign back in to refresh your session.

     • Check your company's Microsoft 365 configuration to ensure it's set to remember your credentials for a longer duration.

5. Test on Another Device

   • If possible, test accessing the cubes on a different device to rule out machine-specific issues. This can help isolate whether the problem lies with your local configuration or elsewhere.

When to Contact IT

If the above steps don’t resolve the issue, it’s likely due to a configuration on your organization’s end. We’ve found in previous cases that this is typically resolved by your IT team adjusting certain settings on their side.

Troubleshooting Steps for IT Teams

If the above user-side steps don’t resolve the issue, IT teams can investigate the following areas:

1. Ensure Correct Single Sign-On (SSO) Configuration

   • Check that Microsoft 365 Single Sign-On (SSO) is properly configured across all devices. Inconsistent SSO settings can cause repeated login prompts. Make sure the user is signed into the correct Microsoft 365 instance and that no conflicts exist between different login methods.

2. Verify Group Policy and Session Settings

   • Confirm that session timeout settings aren’t too restrictive. Some Group Policy settings may enforce frequent reauthentication, which can cause Excel to prompt for credentials multiple times in a session.

   • Adjust session policies to allow longer login retention if needed.

3. Check for Credential Conflicts

   • Review the user's machine for conflicting or duplicate credentials stored in Windows Credential Manager.

   • Ensure that no old or conflicting credentials are cached that could be triggering repeated login prompts.

4. Inspect Network and VPN Settings

   • Review any network or VPN configurations that might be affecting how Excel connects to Microsoft 365 services. VPNs or firewall settings may cause interruptions in the connection, leading to repeated authentication prompts.

   • Whitelist Microsoft 365 authentication services and ensure that VPN policies aren’t interfering with the user's login experience.

5. Update, Repair, or Reinstall Office

   • If none of the above resolves the issue, ensure that the latest version of Office is installed. An outdated or corrupted Office installation can also cause problems with authentication.

   • Repairing or reinstalling Office and ensuring the latest updates are applied may resolve any software-specific issues.

If you continue to experience issues after following these steps and working with your IT team, please reach out to our support team for further assistance. Be sure to share any troubleshooting steps you've already taken so we can assist you more effectively.