Resolve Cell Phone Outlook & Teams Issues After Username or Email Change
Problem:
After changing your computer username, or if your email address has changed, when trying to sign in to Outlook, Teams, or other Microsoft apps on your cell phone, you may get the following error:
"An error occurred: An error occurred. Contact your administrator for more information." or a similar error.
Solution:
1. Try signing in to Intune. 
If successful, try signing in to Outlook again.
If not able to successfully sign in to Outlook, update all apps in Play Store.
Restart phone.
2. Try signing in to Intune
again. If successful, try signing in to Outlook again.
If you can successfully sign in to Outlook at this point, you are all set, you can stop at this point.
If you still get an error, or if you are not able sign in to Outlook or Intune:
- Go in Microsoft Authenticator on your work cell, three dots menu in top right, go to Settings, then Device Registration
- Under "Your device is currently registered with:" Tap on nexus-yfs.org, nexusfacts.org, nexusfamilyhealing.org, or aspenhousemn.org, or other previous Nexus email domain.
- Tap Unregister device (If you do not see the unregister device button, proceed to the next step, Register a new organization.)
- Once it has unregistered, tap Register a new organization. When it asks for an email address, enter your new @nexusfamilyhealing.org email address, and complete registration.
- After the organization registration is complete, go back into Authenticator on your work cell, and back into Settings, then Device Registration
- Under "Your device is currently registered with:" Tap on nexus-yfs.org, nexusfacts.org, nexusfamilyhealing.org, or aspenhousemn.org, or other previous Nexus email domain.
- Select Enable browser access. Grant device administrator permissions, and any other requested permissions, if prompted. (You may not be prompted to grant any additional permissions.)
- Then wait a minimum of 3 hours after you completed registration and enabled browser access.
(Please do not attempt to use Outlook, Teams, or other Microsoft apps on your work cell after waiting less than 3 hours, this can cause issues on later steps.) - After at least 3 hours, please proceed to the next step, open Outlook.
3. After the registration, open Outlook 
and try signing in again.
If you are able to successfully sign in to Outlook at this point, you are all set, you can stop at this point.
If you are not able to get signed in to Outlook, proceed to step 4.
4. Select the circle in the top left 
(this might be your picture)
5. Select the Settings gear in the bottom left-hand corner: 
6. Select your Office 365 mail account: 
7. Scroll all the way down and select Delete Account:
8. You will be brought to this screen. Do not add an account at this time. Press the home button.
9. Go to Settings 
-> Accounts and Backup->
Accounts or Manage accounts
Please note: only select Work Accounts 
- do not do anything with Outlook, Google, Adobe, or other accounts.
10 .Scroll down to the bottom to find the Work Account.
11. Select the Work account and remove it.
Only remove "Work Accounts" - do not remove Outlook, Google, Adobe, or other accounts!
12. Press the home button.
12b. Please go into the Apps and then clear data on any Microsoft app. Authenticator (Clear Cache), Company Portal, Device Policy (Clear Cache), Edge (free up space and scroll down to clear all data), Excel (Clear Data), Intune (Clear Cache), M365 Copilot (Clear Data), Outlook (Clear Data), PowerPoint (Clear Data), Teams (Clear Data), Translate (Clear Data), Word (Clear Data), anything that Microsoft publishes, open Storage for the apps and data needs to be cleared on every single app. For any app that it says the Data clear failed, clear the Cache instead.
13. Then open the Intune app 
14. Select Re-enter password:
15. Enter your computer password:
16. Select the phone that you are currently using with the red exclamation point:
17. Select: You need to update settings on this device
18. Select Continue to register the device:
19. Please wait while the device is registered.
It will take between 1 - 15 minutes to register.
Please periodically tap a white area of the screen to keep the phone awake.
20. You will get a green checkmark when the registration is complete.
Press continue to proceed.
21. Press the home button after pressing continue.
22. Open Outlook 
23. Click Add Account
24. First, try entering your primary email address, and then press continue:
You may be asked to select an account type, select Office 365 
You may get the error message "An error occurred" 
In this case, enter username@nexus-yfs.org for the email when first prompted:
Then, when it asks for password, change the email address to your correct primary email address, and enter your computer password:
If you are still not able to get successfully signed in to Outlook, you will need to unregister the device again in Authenticator:
- Go in Microsoft Authenticator on your work cell, three dots menu in top right, go to Settings, then Device Registration
- Under "Your device is currently registered with:" Tap on nexus-yfs.org, nexusfacts.org, nexusfamilyhealing.org, or aspenhousemn.org, or other previous Nexus email domain.
- Tap Unregister device (If you do not see the unregister device button, proceed to the next step, Register a new organization.)
- Once it has unregistered, tap Register a new organization. When it asks for an email address, enter your new @nexusfamilyhealing.org email address, and complete registration.
- After the organization registration is complete, go back into Authenticator on your work cell, and back into Settings, then Device Registration
- Under "Your device is currently registered with:" Tap on nexus-yfs.org, nexusfacts.org, nexusfamilyhealing.org, or aspenhousemn.org, or other previous Nexus email domain.
- Select Enable browser access. Grant device administrator permissions, and any other requested permissions, if prompted. (You may not be prompted to grant any additional permissions.)
- Then wait a minimum of 3 hours after you completed registration and enabled browser access.
(Please do not attempt to use Outlook, Teams, or other Microsoft apps on your work cell after waiting less than 3 hours, this can cause issues on later steps.) - After at least 3 hours, please open Outlook and return to the beginning of step 24.
25. When asked to add another account, please uncheck any other accounts it may offer to add, and select maybe later.
26. Select the circle in the top left-hand corner (this might be your picture):
27. Select the Settings gear in the bottom left hand corner:
28. Select your Office 365 mail account:
29. Move the sync contacts slider to the right. Allow Outlook access to your contacts if requested.
30. Press the back arrow in the top left until you are back in your Inbox.
31. Then press the home button.
32. Open the orange Contacts app 
33. Select the hamburger menu on the left:
34. Select Manage Contacts
On some phones, Manage contacts may not be available after selecting the hamburger menu.
In this case, please add a contact to your phone. Please select Outlook at the contact storage location at the top.
35. Select Default storage location
36. Set Outlook as the default storage location
37. Press the back button to get back to your contacts.
It may take some time for your Outlook contacts to fully sync up.
You should be good to go.
If these instructions resolved the problem for you, please press the thumbs up button below, so that we can better track how many employees were impacted by this problem.
This should resolve the problem.
Please contact the Nexus Service Desk at 763-251-6211, by opening a ticket below, or emailing nexus-servicedesk@nexusfamilyhealing.org if you have any other questions.
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