Repeated sign-in prompts in OneNote for Mac, iPhone, and iPad

Last updated: January 2017

Issue

If you use OneNote 2016 for Mac and OneNote for iPhone and iPad, you may be asked to sign in any time you open the OneNote app or when you switch between notebooks. Similarly, OneNote may require you to sign in repeatedly to resolve sync errors.

Status

If you are still experiencing this after installing the recent update for OneNote, please send us your logs to help determine the root cause of this issue. Follow the steps below to send us your logs.

For excessive sign in issue on iPhone and iPad
  1. Make sure you have a default Apple mail app set up.

  2. Open Safari, and go to OneNote Help page. Sign in and copy your User CID. You will paste this into the email you send us.

  3. On your iOS device, go to Settings.

  4. Select the OneNote app, tap "Help Us Improve".

  5. Turn on "Enable Full Diagnostic Logging".

  6. Restart OneNote (double tap home button, swipe up to remove OneNote, and restart the app).

  7. Repro the sign in problem.

  8. Go to OneNote's in-app settings.

  9. Find 'Send Log' and email us log and paste the CID from step 1 into the email to onenote@microsoft.com.

  10. Go to the Settings app and turn off "Enable Full Diagnostic Logging" in the OneNote app.

For excessive sign in issue on Mac
  1. Open Safari, go to OneNote Help. Sign in and copy your User CID. You will paste this into the email you send us.

  2. In Finder, navigate to /Users/<yourname>/Library/Containers/com.microsoft.

    OneNote.mac/Data/Library/Caches/Microsoft/uls/com.microsoft.OneNote.mac/logs/

  3. Email the files from that folder along with your CID to onenote@microsoft.com.

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See Also

Fixes or workarounds for recent issues in OneNote for Mac

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