AHC Student Email Access Troubleshooting After Tenant Merger

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Issue: Some students may receive the message "Sign-in was successful but you do not have permission to access this resource" when attempting to access Microsoft 365 services after the tenant merger. This is commonly caused by cached account information, cookies, or mobile device sign-in data.

 

Outlook on the Web (Chrome / Edge)

If Outlook on the web is not loading correctly or displays permission errors, clear Microsoft sign-in data from your browser.

Google Chrome

1. Open Outlook or any Microsoft sign-in page.
2. Click the settings/site icon to the left of the URL.

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3. Select "Cookies and site data".
4. Select "Manage on-device site data".

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5. Delete everything in the following list.
6. Click the trash next to each entry and choose Delete.

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7. Close and reopen the browser, then sign in again.

Microsoft Edge

In Microsoft Edge, clear Microsoft sign-in data using the same process:
1. Visit a Microsoft sign-in page such as outlook.office.com.
2. Click the site icon to the left of the URL.

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3. Select Cookies and site data.
4. Click to manage site data.

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5. Remove everything from this list. 

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6. Restart Edge and sign in again.

iPhone / iPad (iOS)

If Outlook, Teams, or other Microsoft apps cannot sign in after the tenant migration:

1. Delete any Microsoft apps you cannot sign into (Outlook, Teams, etc.).
2. Install Microsoft Edge from the Apple App Store.
3. Open Edge.
4. Browse to: edge://signin-internals:

5. Tap "RemoveAllAccounts":

6. Wait for the red confirmation message.
7. Close Edge.
8. Reinstall Outlook, Teams, and any other Microsoft apps.
9. Sign in using your AHC account.

Android

If Outlook, Teams, or other Microsoft apps cannot sign in after the tenant migration:

1. Delete Microsoft apps from the device (Outlook, Word, PowerPoint, Teams, etc.).
2. Install Microsoft Edge from the Google Play Store.
3. Open Edge.
4. Browse to: edge://signin-internals:

5. Tap "RemoveAllAccounts".

6. Wait for the red confirmation message.
7. Close Edge.
8. Reinstall the Microsoft apps.
9. Sign in using your AHC account.

O365 Applications on Windows

Windows (Outlook, Teams, Word, Excel, and Other Microsoft Apps)

If Outlook, Teams, or other Microsoft applications cannot sign in after the tenant migration, complete the following steps:

1. Uninstall Microsoft 365

Uninstall Microsoft 365 and all included Office applications from your computer.

2. Remove Your AHC Account

  1. Open Settings.
  2. Navigate to Accounts → Access work or school.
  3. If your AHC account appears, select it and choose Disconnect.

3. Clear Stored Microsoft Credentials

  1. Open Control Panel.
  2. Select Credential Manager.
  3. Open Windows Credentials.
  4. Remove any entries related to:
  • MicrosoftOffice
  • Office365
  • Outlook
  • Teams
  • ADAL
  • AAD
  • OneDrive
  • login.microsoftonline.com

4. Remove Microsoft Sign-In and Licensing Cache

Delete the following folders if they exist:

A.

%localappdata%\Microsoft\OneAuth

B.

%localappdata%\Microsoft\IdentityCache

C.

%localappdata%\Microsoft\Office\16.0\Licensing

D.

%localappdata%\Microsoft\Office\16.0\Identity

5. Restart the Computer

Restart your computer to ensure all cached sign-in information has been removed.

6. Reinstall Microsoft 365

  1. Open a web browser and go to office.com.
  2. Sign in using your @my.hancockcollege.edu account and password.
  3. Select More Apps.
  4. Select Install Apps.
  5. Select Microsoft 365.
  6. Select Install Apps again.
  7. Download and run the installer.
  8. Once installation is complete, open Outlook, Teams, or another Microsoft application and sign in with your AHC account.

O365 Applications on macOS

macOS (Outlook, Teams, Word, Excel, and Other Microsoft Apps)

If Outlook, Teams, or other Microsoft applications cannot sign in after the tenant migration, complete the following steps:

1. Uninstall Microsoft 365 Applications

Remove all Microsoft 365 applications from your Mac, including:

  • Outlook
  • Teams
  • Word
  • Excel
  • PowerPoint
  • OneNote
  • OneDrive
  • Any other Microsoft 365 applications

2. Remove Microsoft Credentials from Keychain Access

  1. Open Keychain Access.
    • Open Finder → Applications → Utilities → Keychain Access.
  2. In the search box, search for:
    • Microsoft
    • Hancock
    • Hancock College
    • hancockcollege
  3. Delete any entries related to Microsoft 365, Outlook, Teams, OneDrive, Office, or Allan Hancock College accounts.
  4. Repeat until no relevant entries remain.

3. Run the Microsoft License Removal Tool

  1. Download the Microsoft License Removal Tool from Microsoft's support article:

    How to remove Office license files on a Mac - Microsoft Support

  2. Follow Microsoft's instructions to run the tool and remove any existing Office licensing information.

4. Restart the Mac

Restart your Mac to ensure all licensing and authentication information has been cleared.

5. Reinstall Microsoft 365

  1. Open a web browser and navigate to office.com.
  2. Sign in using your @my.hancockcollege.edu account and password.
  3. Select Install Apps.
  4. Select Microsoft 365 Apps.
  5. Download and run the installer.
  6. After installation is complete, open Outlook, Teams, or another Microsoft application and sign in with your AHC account.

 

Need Additional Assistance?

If these steps do not resolve the issue, contact the ITS Help Desk for assistance. Email ithelp@hancockcollege.edu or submit an I Can't Sign In ticket.

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