Article ID: 2507767 - View products that this article applies to.
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PROBLEM

Users experience issues when they try to sign out of Office 365, Windows Intune, or Microsoft Azure in a web browser. For example, users may experience one of the following issues:
  • When a user signs out of one of the portals or signs out of Microsoft Outlook Web App, the user isn't signed out of Microsoft SharePoint Online.
  • When a user signs out of SharePoint Online, the user isn't signed out of the portal or Outlook Web App.
  • When a user clicks Sign out, the user isn't signed out. Instead, the web browser reloads the current webpage.
  • If your Microsoft account ends in the ".edu" domain extension and is managed by your university domain administrator, or if your Microsoft account was registered or is still registered in Office 365, you may see one of the following messages:
    • Sorry, but we’re having trouble signing you out
    • We're having trouble signing you in

      You're currently signed in with a Microsoft account as <>, but that account can't be used with Outlook Web App.
      Please sign out of your Microsoft account, then sign in to Outlook Web App with the account you use to read your
      organization's email. Click here to sign out. Learn more.

SOLUTION

To resolve this issue, use one of the following methods.

Method 1: Sign out and then sign in to https://mail.office365.com to access your mailbox

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If you're receiving the "We're having trouble signing you in" error message, see the following Microsoft Knowledge Base article:
2912643 "We're having trouble signing you in" message when you try to access your mail in Office 365
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Method 2: Add sites to the "Local intranet" and "Trusted sites" zones in the web browser

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  1. Click Start, type Control Panel, and then click Control Panel.
  2. Click Internet Options, and then click the Security tab.

    Note If Control Panel is set to Category view, click Network and Internet, and then click Internet Options.
  3. Add sites to the "Trusted sites" zone. To do this, follow these steps:
    1. Click Trusted sites, click Sites, and then click Advanced.
    2. In the Add this website to the zone box, for the following addresses, type each address, and then click Add:
      • https://*.microsoftonline.com
      • https://*.sharepoint.com
      • https://*.outlook.com
      • https://*.lync.com
    3. Click Close.
  4. Add sites to the "Local intranet" zone. To do this, follow these steps:
    1. On the Security tab, click Local intranet, click Sites, and then click Advanced.
    2. In the Add this website to the zone box, for the following addresses, type each address, and then click Add:
      • *.microsoftonline.com
      • *.sharepoint.com
      • *.outlook.com
      • *.lync.com
    3. Click Close, and then click OK two times.
Note: If you’re using single sign-on (SSO), your SSO addresses should also be added to the "Local intranet" and "Trusted sites" zones.
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Method 3: Close and reopen all web browsers

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Close all web browsers and then reopen them.

To end the task for your browser, follow these steps:
  1. Right-click the taskbar, and then click Task Manager.
  2. Click the Details tab, and then do one of the following:
    • If you're using Internet Explorer, find iexplore.exe in the list, right-click it, and then click End task.

      Note Make sure that you end the Iexplore.exe task. Do not end the Explore.exe task.
    • If you're using Mozilla Firefox, find and right-click firefox.exe in the list, and then click End task.
    • If you're using Apple Safari, find and right-click safari.exe in the list, and then click End task.
    • If you're using Google Chrome, find and right-click iexplore.exe in the list, and then click End task.
    Notes
    • If more than one browser is listed, end the task for each browser.
    • If you’re using a different browser than those that are listed here, end the task for that browser.
     


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Method 4: Sign out of all Microsoft online services

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You may be signed in to another Microsoft online service, and this may be preventing you from signing out. If this is the case, sign out of all Microsoft online services. To do this, follow these steps:
  1. Go to https://login.microsoftonline.com/logout.srf, and then sign out (if you aren't already signed out).
  2. Go to https://login.live.com/logout.srf, and then sign out (if you aren't already signed out).
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Method 5: Clear cookies from the web browser

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Clear cookies from the web browser, and then try signing out again. The steps for doing this vary, depending on the browser that you're using. For more information, see the following resources:
  • If you’re using Internet Explorer, see the following Microsoft Knowledge Base article:
    278835 How to delete cookie files in Internet Explorer
  • If you’re using Safari, go to the following Apple websites:
  • If you're using Google Chrome, go to the following Google website:
    Manage your cookies and site data
  • If you’re using Mozilla Firefox, go to the following Mozilla website:
    Delete cookies to remove the information websites have stored on your computer
The third-party products that this article discusses are manufactured by companies that are independent of Microsoft. Microsoft makes no warranty, implied or otherwise, about the performance or reliability of these products.

Microsoft provides third-party contact information to help you find technical support. This contact information may change without notice. Microsoft does not guarantee the accuracy of this third-party contact information.
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MORE INFORMATION

This behavior is by design. Azure Active Directory-based services (including Office 365, Azure, and Windows Intune) use cookies to remember who you are and to automatically sign you in. 

The sign-out process for services forces the session cookies to expire. These session cookies are used to maintain your sign-in state when you use these services. However, because the web browser is still running and may not be updated to handle cookies correctly, you may have a cookie that is not updated to expire and finish the sign-out process. By default, these cookies are valid for eight hours or are set to expire when you close all web browsers.

Still need help? Go to the Office 365 Community website or the Azure Active Directory Forums website.

Properties

Article ID: 2507767 - Last Review: July 9, 2014 - Revision: 36.0
Applies to
  • Microsoft Office 365
  • Windows Intune
  • CRM Online via Office 365 E Plans
  • Microsoft Azure Recovery Services
  • Office 365 User and Domain Management
  • Office 365 Identity Management
Keywords: 
o365 o365a o365e o365p o365062013 o365m kb3rdparty KB2507767

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