Some students are continuing to experience Microsoft 365 sign-in issues because their device is still storing information from the previous The Radclyffe School (TRS) Microsoft 365 tenant.

Although the migration to the Cranmer Education Trust (CET) Microsoft 365 tenant took place over 12 months ago, some personal devices continue to hold cached authentication information that references the old TRS tenant.

Why does this happen?

When student accounts were migrated to the Cranmer Education Trust Microsoft 365 tenant, the username did not change. For example:
[email protected] remained the same.

However, whilst the username stayed the same, the account itself was recreated within a different Microsoft 365 tenant.

As a result, some devices still contain cached sign-in information that links the account to the old TRS tenant. When this happens, Microsoft applications may attempt to sign in to the retired tenant instead of the current CET tenant, causing login failures and other access issues.

Common symptoms

You may experience one or more of the following:

• Microsoft Teams will not sign in
• OneDrive refuses to sync
• Microsoft 365 repeatedly asks for your password
• Sign-in appears successful but applications still cannot access school resources
• You see messages stating your account cannot be found
• You are continually redirected back to the sign-in screen
• Microsoft applications work on one device but not another

The steps below should remove cached Microsoft sign-in information and force your device to connect to the correct Cranmer Education Trust Microsoft 365 tenant.

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Mobile Devices (iPhone, iPad and Android)

These devices are responsible for the majority of issues we continue to see.

Even after removing accounts from Teams, Outlook or OneDrive, Microsoft authentication information can sometimes remain stored on the device.

For this reason, the recommended fix is to use Microsoft Edge to clear all cached Microsoft account information.

Step 1: Close Microsoft Applications

Close all Microsoft applications including:

• Teams
• Outlook
• OneDrive
• Microsoft 365

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Step 2: Remove School Accounts from Microsoft Apps

Open each Microsoft application listed above.

If prompted:

1. Tap your profile picture.
2. Select your school account.
3. Choose Sign Out or Remove Account.

Do not worry if the username shown is still your current username. The aim is simply to remove any cached authentication data associated with it.

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Step 3: Install Microsoft Edge

If Microsoft Edge is not already installed:

• Download it from the Apple App Store on iPhone or iPad.
• Download it from the Google Play Store on Android.

Safari and Google Chrome do not provide a reliable method of clearing this Microsoft account information.

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Step 4: Clear Cached Microsoft Sign-In Information

Open Microsoft Edge.

In the address bar enter:
edge://signin-internals
Scroll to the bottom of the page and select:
Remove All Accounts
This removes cached Microsoft account information that may still be referencing the previous TRS Microsoft 365 tenant.

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Step 5: Restart Your Device

Completely restart your phone or tablet.

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Step 6: Sign In Again

Open Microsoft Teams or Microsoft 365 and sign in using your normal school username and password.

The device should now create a fresh connection to the Cranmer Education Trust Microsoft 365 tenant.

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Windows PC or Laptop

Step 1: Close Microsoft Applications

Close:

• Teams
• OneDrive
• Outlook
• Word
• Excel
• PowerPoint

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Step 2: Disconnect Old Cached School Accounts

1. Open Settings.
2. Select Accounts.
3. Choose Access work or school.

If any school account is shown:

1. Select the account.
2. Choose Disconnect.

This does not delete your school account. It simply removes locally stored sign-in information.

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Step 3: Remove Cached Credentials

1. Open the Start Menu.
2. Search for Credential Manager.
3. Open Windows Credentials.
4. Remove any entries relating to:
   • Microsoft Office
   • Teams
   • OneDrive
   • Outlook
   • Microsoft 365

This removes stored authentication information that may still reference the old tenant.

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Step 4: Clear Microsoft Edge Sign-In Information

Open Microsoft Edge.

Enter the following into the address bar:
edge://signin-internals
Scroll to the bottom of the page and select:
Remove All Accounts
Close Microsoft Edge.

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Step 5: Restart Your Computer

Restart the computer.

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Step 6: Sign In Again

Open Microsoft Teams or Microsoft 365 and sign in using your school username and password.

A fresh connection to the Cranmer Education Trust Microsoft 365 tenant should now be created.

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Chromebook

Step 1: Sign Out of Microsoft Applications

Sign out of:

• Teams
• Microsoft 365
• OneDrive

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Step 2: Install Microsoft Edge (Recommended)

If Microsoft Edge is not installed, download it from the Google Play Store.

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Step 3: Clear Cached Microsoft Account Information

Open Microsoft Edge.

Navigate to:
edge://signin-internals
Scroll to the bottom of the page and select:
Remove All Accounts

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Step 4: Restart the Chromebook

Restart the device.

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Step 5: Sign In Again

Sign in using your usual school username and password.

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How Do I Know It Has Worked?

The issue has usually been resolved if:

✅ Teams signs in successfully

✅ OneDrive starts syncing

✅ You can access your files

✅ Microsoft 365 opens normally

✅ You are no longer repeatedly asked to sign in

✅ Applications remain signed in after restarting the device

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Still Having Problems?

If you continue to experience issues after following this guide:

1. Take a screenshot of any error message.
2. Make a note of:
   • The device you are using
   • The application affected (Teams, OneDrive, Microsoft 365, etc.)
   • Whether you completed all steps in this guide
3. Contact the ICT Department by emailing [email protected]

Providing a screenshot will help us identify whether the device is still attempting to connect to the previous tenant or whether there is a different issue affecting access.

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Quick Checklist

Before contacting ICT, please confirm that you have:

✅ Closed all Microsoft applications

✅ Removed any saved Microsoft account information

✅ Installed Microsoft Edge (if required)

✅ Run: edge://signin-internals

✅ Selected: Remove All Accounts

✅ Restarted the device

✅ Signed back in using your normal school username and password

These steps resolve the vast majority of Microsoft 365 sign-in issues caused by cached information from the previous The Radclyffe School Microsoft 365 tenant.