--- title: "Why Password Vault Does Not Load: \"Something Went Wrong\" and Permission Errors" description: "Troubleshooting guide for the Vitextra Password Vault web part in SharePoint Online and Microsoft Teams: the \"Sorry, something went wrong\" screen with the Refresh button, the unapproved Microsoft Graph permission Files.ReadWrite.AppFolder, users without OneDrive, blocked network access, errors when saving an entry, changes that do not appear on another device, an unexpected Set up PIN screen and the license message — with the check and the fix for each." url: https://vitextra.com/en/support/kb/10459 language: en published: 2026-11-03 modified: 2026-11-03 products: - "Password Vault" author: "Līga Ozola" tags: ["Password Vault not loading", "Password Vault something went wrong", "Files.ReadWrite.AppFolder not approved", "SharePoint API access pending request", "Password Vault OneDrive error", "Password Vault save error", "Password Vault changes not showing", "Password Vault Refresh", "Vitextra Password Vault troubleshooting"] --- # Why Password Vault Does Not Load: "Something Went Wrong" and Permission Errors Troubleshooting guide for the Vitextra Password Vault web part in SharePoint Online and Microsoft Teams: the "Sorry, something went wrong" screen with the Refresh button, the unapproved Microsoft Graph permission Files.ReadWrite.AppFolder, users without OneDrive, blocked network access, errors when saving an entry, changes that do not appear on another device, an unexpected Set up PIN screen and the license message — with the check and the fix for each. ## Overview When [Password Vault](https://vitextra.com/en/products/password-vault) does not show your entries, the screen tells you where to look. This article lists the symptoms with a quick check and the fix for each. Some fixes are for the user, others need a SharePoint administrator. It helps to know how the web part gets its data. Each user's vault is one file, `vitextra-password-vault.json`, in the app folder of **the user's own OneDrive**. When the page opens, the web part reads this file through Microsoft Graph with the user's own identity; if the file does not exist yet, it creates an empty one. Every change is saved back to the same file. Nothing is stored on the page, in SharePoint lists or on Vitextra servers. Details: [KB10453. Where Password Vault Stores Your Passwords: The OneDrive App Folder](https://vitextra.com/en/support/kb/10453). ## Start here: what does the web part show? | What you see | Go to | |---|---| | *Sorry, something went wrong. Please refresh the page and try again.* and a **Refresh** button, no entries | [The vault cannot be opened](#vault-cannot-be-opened) | | The entries are shown, with the same red message above the list | [Refresh failed](#refresh-failed) | | A red message for a few seconds after you save, delete or mark an entry, or on the **Set up PIN**, **Change PIN** or **Reset** screen | [A change cannot be saved](#save-failed) | | An entry added or changed on another device or in another tab is missing | [Changes made elsewhere are not shown](#stale-data) | | The vault locks itself and the PIN you used before is not accepted | [Changes made elsewhere are not shown](#stale-data) | | The entries are listed with empty values, and the correct PIN is not accepted | [Entries appear empty](#old-version) | | The **Set up PIN** screen, although you already had entries | [The vault is empty and asks for a new PIN](#unexpected-setup) | | The **Reset** screen with *You've entered an incorrect PIN too many times.* | [The vault is blocked](#vault-blocked) | | The message *We hope you enjoyed your free trial…* | [The license message](#license) | ## The vault cannot be opened **Symptom.** Instead of the list, the web part shows the red message *Sorry, something went wrong. Please refresh the page and try again.* and a **Refresh** button. ![The error screen of Password Vault](https://static.vitextra.com/articles/10459/error-screen-en.png) *The error screen of Password Vault* **Cause.** The web part could not read the vault file from the user's OneDrive when the page loaded. The causes, from the most common: ### 1. The Microsoft Graph permission has not been approved Password Vault requests one delegated Microsoft Graph permission, **Files.ReadWrite.AppFolder**, which allows it to read and write files only in its own app folder of the user's OneDrive. Until an administrator approves this request, the web part cannot read or create any vault, so **every** user sees the error screen. This is the usual cause right after the first installation. **Check.** In the SharePoint admin center, open **Advanced → API access**. If the request *Microsoft Graph — Files.ReadWrite.AppFolder* is listed under **Pending requests**, it has not been approved. **Fix.** A SharePoint administrator (or Global Administrator) approves the request. Then reload the page or click **Refresh**. Step-by-step instructions: [KB10454. Microsoft Graph Permission Files.ReadWrite.AppFolder: Why Password Vault Needs It and How to Approve It](https://vitextra.com/en/support/kb/10454) and [KB10360. How to Approve Microsoft Graph API Permissions for Vitextra Solutions in the SharePoint Admin Center](https://vitextra.com/en/support/kb/10360). ![The pending Files.ReadWrite.AppFolder request on the API access page](https://static.vitextra.com/articles/10459/api-access-pending-en.png) *The pending Files.ReadWrite.AppFolder request on the API access page* 📝 **Note** When the package is updated or deployed again, check the **API access** page once more: if a new request appears there, it must be approved as well. ### 2. The user has no OneDrive The vault is stored in the user's own OneDrive, so a user without a OneDrive in the tenant cannot use Password Vault. If the error appears only for **some** users while others work normally, this is the first thing to check. **Check.** Ask the user to open OneDrive in Microsoft 365 (for example from the app launcher). If OneDrive does not open, or the user's OneDrive has not been set up yet, the web part cannot open the vault either. **Fix.** A Microsoft 365 administrator makes sure that the user has a license that includes OneDrive and that the user's OneDrive has been provisioned. Then the user reloads the page. ### 3. A network or a temporary Microsoft Graph error The browser could not reach Microsoft Graph or the user's OneDrive at that moment — the user is offline, a proxy or content filter blocks the request, or the service returned a temporary error. **Check and fix.** Click **Refresh**. If the vault opens, it was a short interruption. If the error stays only on one network or one computer, open OneDrive in a new tab on the same computer; if OneDrive does not work either, the network or the browser blocks Microsoft 365 services and must be fixed first. In Microsoft Teams, the same must work from the Teams client. ❗ **Important** The error screen does not mean that your data is lost. When the web part cannot read the vault, it does not create a new one in its place: it creates an empty vault only when it finds that the file does not exist at all. As soon as the cause is fixed, your entries are shown again. ## Refresh failed **Symptom.** The list of entries is shown, and the red message *Sorry, something went wrong. Please refresh the page and try again.* stays above it. **Cause.** The vault was opened successfully earlier, but a later reload of the file — with the **Refresh** button — failed. The list still shows the data loaded before. **Fix.** Click **Refresh** again once the connection is back, or reload the page. The message disappears after a successful reload. Do not make changes while the message is shown: the list may be out of date (see [Changes made elsewhere are not shown](#stale-data)). ## A change cannot be saved **Symptom.** After you click **Save** in the **New Item** or **Edit Properties** dialog, confirm **Remove**, or click the star of an entry — or after you click **Save** on the **Set up PIN** or **Change PIN** screen or confirm **Reset** on the **Reset** screen — a red message *Sorry, something went wrong. Please refresh the page and try again.* appears for a few seconds. **Cause.** The vault file could not be written to OneDrive — usually a network interruption or a temporary Microsoft Graph error. The change is applied only when the save succeeds, so the vault stays as it was. **Fix.** - When saving a new or edited entry fails, the dialog stays open with your input. Wait a moment and click **Save** again. - When removing an entry or changing a favorite fails, simply repeat the action. - When saving fails on the **Set up PIN**, **Change PIN** or **Reset** screen, the message is shown on that screen and the screen stays open. Wait a moment and repeat the step. - If the error persists, copy the values you typed somewhere safe, reload the page and check the causes in [The vault cannot be opened](#vault-cannot-be-opened). ## Changes made elsewhere are not shown **Symptom.** You added or changed an entry on another computer, in another browser tab or in Microsoft Teams, but the open page does not show it. **Cause.** The web part reads the vault file when the page opens and works with that copy until it is reloaded. It does not watch the file for changes made on other devices. Changes made elsewhere appear when you click **Refresh**, and also after the next save or unlock on this page. **Fix.** Click the **Refresh** button (the circular arrow at the top right of the web part) or reload the page. ![The Refresh button](https://static.vitextra.com/articles/10459/refresh-button-en.png) *The Refresh button* 📝 **Note** Changes made elsewhere are **not overwritten**. Every save is sent with the version of the vault file that it was built from; if the vault has been saved on another device or in another tab in the meantime, the web part loads the latest file and applies your change to it. If the PIN was changed — or the vault was reset — on another device, the open page locks itself as soon as it notices this (on **Refresh**, on a save or when you unlock) and asks for the new PIN; the old PIN no longer works there. ## Entries appear empty **Symptom.** The web part lists your entries, but their names and values are empty, and the correct PIN is never accepted. **Cause.** The page runs an older version of Password Vault. The current version encrypts the vault with a key derived from the PIN and converts an existing vault to its new file format automatically the first time the correct PIN is entered. Older versions cannot read a converted vault. This happens when an older version of the package is still deployed in another app catalog of the tenant — for example, in a site collection app catalog — after the vault has been converted on a page with the current version. The entries are not lost: the current version shows them as usual. **Fix.** An administrator updates Password Vault in **every** app catalog of the tenant — the tenant app catalog and each site collection app catalog where the package is deployed; see [KB10050. How to Update a Vitextra SPFx Solution in SharePoint Online](https://vitextra.com/en/support/kb/10050) and [KB10361. Tenant App Catalog vs. Site Collection App Catalog: Where to Deploy Vitextra Apps](https://vitextra.com/en/support/kb/10361). Do not use pages with an older version after the update, and reload pages that were already open before it. ## The vault is empty and asks for a new PIN **Symptom.** The web part shows the **Set up PIN** screen, although you already had a vault with entries. **Cause.** The web part shows this screen when the vault file contains no PIN — that is, when the vault has been reset, or when the file was not found in the app folder of your OneDrive and a new, empty one was created. A reset happens after five wrong PINs in a row, and it can have been performed on another device or in Microsoft Teams, because all of them use the same vault file. **What to do.** If the vault has been reset, its entries cannot be brought back by Password Vault. Set up a new PIN and add the entries again; see [KB10442. How to Set Up Your PIN in Password Vault](https://vitextra.com/en/support/kb/10442). If you did not reset the vault and nobody else uses your account, contact your Microsoft 365 administrator before you set up a new PIN. ## The vault is blocked The **Reset** screen with the text *You've entered an incorrect PIN too many times.* is not an error of the web part: the wrong PIN was entered five times in a row. What it means and what **Reset** does is explained in [KB10461. Why Password Vault Is Blocked: "You've Entered an Incorrect PIN Too Many Times"](https://vitextra.com/en/support/kb/10461). ## The license message **Symptom.** The whole web part is replaced by the message *We hope you enjoyed your free trial. Buy it now to keep it working.* **Cause.** The trial period has ended or the subscription has expired for your tenant. Until the license is renewed, users cannot open their entries. The vault files in the users' OneDrive are not changed or deleted; the entries are shown again as soon as the license is active. **Fix.** See [KB10365. Why Does a Vitextra Web Part Show "We Hope You Enjoyed Your Free Trial"? License Messages and Fixes](https://vitextra.com/en/support/kb/10365), [KB10364. What Happens When Your Vitextra Trial or Subscription Expires](https://vitextra.com/en/support/kb/10364) and [KB10206. Vitextra Licensing and Account: How to Buy and Activate a License](https://vitextra.com/en/support/kb/10206). 💡 **Tip** If Password Vault is missing from the web part toolbox or from the apps of your site, the package is not installed or not available on that site; see [KB10035. How to Install a Vitextra Product in SharePoint Online](https://vitextra.com/en/support/kb/10035). For problems specific to Microsoft Teams, see [KB10457. How to Add Password Vault to Microsoft Teams](https://vitextra.com/en/support/kb/10457).