What do I do when Outlook or Teams for Desktop aren't working?

You're on Azure Virtual Desktop (AVD), and suddenly, Outlook, Teams, and OneDrive refuse to cooperate, throwing up error messages when you try to sign in.

The Event Viewer shows a cryptic message: "Triggered repair because operation LocalSettings against package Microsoft.AAD.BrokerPlugin_cw5n1h2txyewy hit error -2147009096." What's going on, and how do you fix it?

Resolving the Issue

  1. Sign Out of Windows: If you can't access key applications, the first step is to sign out of Windows on your Azure Virtual Desktop. Here's how:

    • Click on the Start Menu.

    • Select your User Icon / User Name.

    • Click on 'Sign out'.

  2. Restart the Virtual Desktop Session: Once signed out, the AVD session will close and you'll have to reconnect. This action can help reset the session and clear temporary glitches.

  3. Contact IT Support: If the problem persists, it’s best to contact IT support. They can delve deeper into the issue, possibly needing to reset your user profile or reconfigure the AAD Broker Plugin settings.

  4. Monitor for Recurrence: Watch for any recurrence if the issue is resolved. Recurring issues might indicate a deeper systemic problem requiring a more thorough investigation.

Understanding the Issue

  • The Root Cause: The error message points to an issue with the Microsoft AAD Broker Plugin. This plugin is crucial for handling identity and access management in Azure. When it encounters problems, it can disrupt access to various Microsoft services, including Outlook, Teams, and OneDrive.

  • Why It Happens: The specific error code (-2147009096) suggests a failure in a local operation within the AVD session. This could be due to corrupted files, expired credentials, or conflicts between user profiles and Azure services.

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