Something went wrong. [7ita9] on MS Teams

Question

Something went wrong. [7ita9] on MS Teams

Mishaal Aslam 20

Unable to login on MS Teams after a password reset on device as well as MSTeams. getting Error [7ita9]

"Something went wrong. [7ita9]"

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Answer 1

Rin-L 19,085 Microsoft External Staff Moderator

Hi @Mishaal Aslam,

The 7ita9 error appearing after a password reset is a fairly common scenario and is usually related to stale cached credentials or a corrupted local Teams sign‑in token. A good first check is to try signing in through the Teams web client. If you’re able to sign in successfully on the web but not in the desktop app, that typically confirms the issue is local to the client rather than your account.

In that case, you can try the following steps:

1/ Clear the Teams cache

First, fully close Microsoft Teams and then clear the local Teams cache. This removes outdated tokens that may still be tied to your previous password. You can follow Microsoft’s official guidance here: Clear the Teams client cache - Microsoft Teams | Microsoft Learn

2/Clear Windows credentials

Go to Control Panel > User Accounts > Credential Manager > Windows Credentials, and remove any entries associated with your Microsoft or work account.
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3/ Disconnect and reconnect the work account

Go to Settings > Accounts > Access work or school, select the affected account, choose Disconnect, then restart your device. Once the device is back up, try signing in to Teams again.

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If the issue still persists, I’d recommend uninstalling Microsoft Teams completely, restarting the device, and then reinstalling the latest version. This ensures the client is rebuilt cleanly with fresh authentication data.

Hopefully one of these steps resolves the issue for you. If you have any updates, please leave a comment under this post. That’s the best way for me to receive notifications and follow up with you promptly.

Looking forward to your response, and I’m happy to assist further if needed.

If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment".

Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.

Rin-L 19,085 Reputation points Microsoft External Staff Moderator

2026-05-01T07:58:45.62+00:00

Hi @Mishaal Aslam,

Do you have any updates regarding this topic?

If you have any further questions or additional information you'd like to share, please feel free to let me know. I'm here to support you and would be happy to assist in any way I can.

Looking forward to hearing from you!
Mishaal Aslam 20 Reputation points

2026-05-04T06:27:34.89+00:00

Thank you for your assistance.

But I am still facing a problem while signing in to the Microsoft Teams desktop application on my laptop. The same account works correctly on both the Teams web version and mobile app, so the issue appears to be specific to the desktop client.

I have already tried the suggested troubleshooting steps including clearing cache, uninstalling and reinstalling the application, checking system time settings and verifying network connectivity. However, the issue still persists.

Additionally, after reinstalling Teams, my account email still appears under recent connections, which suggests that cached authentication or identity data is not being fully cleared from the system.

Since the web and mobile versions are working fine, this does not appear to be an account or tenant issue. It seems to be related to local authentication state or the desktop application on my machine.

I would appreciate further guidance on how to fully reset or resolve the local authentication/session state so that the Teams desktop application can sign in properly again.
Rin-L 19,085 Reputation points Microsoft External Staff Moderator

2026-05-04T12:34:54.46+00:00
Thank you for taking the time to update me and for trying the methods I previously suggested @Mishaal Aslam. I really appreciate your effort so far. That said, I noticed there are a couple of steps that you didn’t mention trying yet, so to be on the safe side, I’d recommend going through the following process once more, step by step and in this exact order:

First, please disconnect your work/school account from the device.

After that, go into the Control Panel and remove any related Windows Credentials.

(You can refer back to my initial response for the detailed steps on how to do this.)

Once that’s done, please clear the Microsoft Teams cache again, just as you did previously.

After clearing the Teams cache, the next important step is to clear the Office sign‑in cache. To do this, press Win + R, then type the following path and press Enter:

%localappdata%\Microsoft\OneAuth

and delete all contents inside that folder. Afterward, repeat the same process for the following location:

%localappdata%\Microsoft\IdentityCache

Once both folders have been cleared, please restart your computer and then try signing in again.

After you’ve gone through these steps, please let me know how it goes and share any updates. I’ll be happy to continue assisting you based on the results.
Mishaal Aslam 20 Reputation points

2026-05-04T12:46:11.9766667+00:00

After deleting the auth and IdentityCache folders, the sign-in prompt appeared. However, as soon as I entered my password and completed the two-step verification, it got stuck at the same point again.
Rin-L 19,085 Reputation points Microsoft External Staff Moderator

2026-05-05T10:21:23.1733333+00:00
I’m really sorry to hear that you’re still running into the same issue even after completing those steps @Mishaal Aslam. Could you please try one additional step: clearing the AAD Broker Plugin cache.

To do this, open File Explorer and paste the following path into the address bar:

%localappdata%\Packages\Microsoft.AAD.BrokerPlugin_cw5n1h2txyewy

Once the folder opens, delete all files and subfolders inside it, then restart the app and try signing in again.

I truly appreciate your patience while working through these troubleshooting steps with me.
Mishaal Aslam 20 Reputation points

2026-05-05T10:30:57.1933333+00:00

After following all above mentioned steps and signing again, I got this

[Moderator note: personal info removed]
Mishaal Aslam 20 Reputation points

2026-05-05T11:20:30.54+00:00

@Rin-L Thank you for your assistance. My issue is resolved
Rin-L 19,085 Reputation points Microsoft External Staff Moderator

2026-05-05T11:28:27.1033333+00:00

Hi @Mishaal Aslam,

Just to confirm, is everything fully resolved on your side now? If so, I’m really glad to hear that the issue has been sorted out.

If you don’t mind, please gently click the “Accept Answer” button on my initial response. This helps highlight our discussion and makes it much easier for other users who run into the same issue to find the relevant troubleshooting steps in the future.

Thank you so much again for your kindness and cooperation.
Mishaal Aslam 20 Reputation points

2026-05-05T11:32:41.8433333+00:00

Yes, my issue has been completely resolved
Rin-L 19,085 Reputation points Microsoft External Staff Moderator

2026-05-05T11:35:32.9766667+00:00

Thank you very much for confirming that @Mishaal Aslam.

If you run into any other questions or issues in the future, please feel free to create a new post. I, along with other community members, will be more than happy to help.

Wishing you all the best moving forward!
Mishaal Aslam 20 Reputation points

2026-05-05T11:40:55.9533333+00:00

Thank you for your cooperation and support
Rin-L 19,085 Reputation points Microsoft External Staff Moderator

2026-05-05T12:50:51.82+00:00

You're welcome. I will conclude the assistance for this case at this point.

Answer 2

Error code [7ita9] is a generic “Something went wrong” sign-in failure in Microsoft Teams. After a password reset, the most common causes and fixes are:

Confirm the new password works

Sign in to Microsoft 365 in a web browser (for example, Outlook on the web or office.com) using the same account and new password.
If browser sign-in fails, the password or account may still be incorrect or blocked; contact the organization’s IT admin to verify the account and reset the password again if needed.

Check for account or tenant issues

If sign-in fails across Teams and Outlook with server-side errors (such as tenant or access blocked), this can be a temporary service or tenant issue. In similar cases, access was restored automatically after some time.
Wait 20–30 minutes and try signing in again. If the issue persists, contact the IT admin or Microsoft support with the error details.

Verify correct credentials and password status

Ensure the correct username and password are being used. If the password was recently changed, confirm it is not expired and that the change has propagated.
If this is a resource or meeting room account (Teams Rooms), verify the password is not expired and that the device is updated with the new password in its Settings.

If the problem continues

Capture the full error details and any status codes shown in the Teams sign-in window.
Provide these details to the IT admin or support so they can check Microsoft Entra sign-in logs and tenant status.

References:

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Something went wrong. [7ita9] on MS Teams

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