A good idea would be to delete profile or alternatively to create a new user profile and try to login to O365 account. Completing the above steps resolves a large majority of typical sign-in and activation problems. If the issue persists, Microsoft has created a dedicated tool called Microsoft Support and Recovery Assistant (SaRA) to automate many troubleshooting tasks. If the license is valid and assigned correctly, the next steps involve checking network-related blocks and performing initial device-level troubleshooting. There’s quick repair, which I’ve never had success with and Online Repair, which I’ve always had success with.

A Guide To Troubleshooting Microsoft 365 Login Issues

Gone are the days where this is an hours-long process. @scott-sa-spiceworks okay, I "edited" the passwords for Office to my current one in that credential box but Microsoft 365 support it did not help. It would be nice to know where that password is being cached, then I might be able to delete it. The following table lists known error codes for the "Sorry, but we're having trouble signing you in" error message.

Support Ticket

It works well for Outlook unless the user has a gigantic mailbox and then it just takes a while for it all to sync up. Brandon Herring I still have one more install available on my office profile, thanks for asking. This is getting more than a little annoying as no one else in the office seems to be having the issue.

• I saw in the MS knowledgebase where there was a certain update that was part of the issue but that was quite some time ago and MS has since issued patches to fix it in relation to that update.
• Gone are the days where this is an hours-long process.
• Upgrade to Microsoft Edge to take advantage of the latest features, security updates, and technical support.
• You can also cut and paste them to a different location like your desktop.
• If we detect a problem with your account, we'll tell you what you need to do to solve the problem.

"Sorry, but we're having trouble signing you in" when a user signs in to Microsoft 365, Azure, or Intune

One of the options was to save a diagnostic file for MS support. We have our subscription through Rackspace and I’ll see if they can help later this afternoon as that is who MS referred me to when I sought support help from them. I saw in the MS knowledgebase where there was a certain update that was part of the issue but that was quite some time ago and MS has since issued patches to fix it in relation to that update. Upgrade to Microsoft Edge to take advantage of the latest features, security updates, and technical support.

Lost access to your account

Find solutions to common problems or get help from a support agent. Once you are in the microsoft folder, delete the OneAuth and IdentityCache folders. You can also cut and paste them to a different location like your desktop. To do this, open Credential Manager from Control Panel by just typing the word Credential after hitting the Windows key. Notice everything that references Microsoft online, and all those "msteams" items, too. I think I’m going to try what I mentioned in my last post and see what happens.





Office 365 uses several internet endpoints and cloud services to authenticate users and validate licenses. If these connections are disrupted, sign-in and activation will fail. If you’re confident your credentials are correct and the sign-in still fails, proceed to the next step for deeper inspection of license status and subscription details. The tool resolves a range of problems which are listed below. When you launch the tool you’ll be asked to pick the issue that applies most closely to what you are experiencing. Because this tool is very thorough expect it to take minutes to run, sometimes even longer.