"Sorry, but we're having trouble signing you in" error when a user tries to sign in to Office 365, Azure, or Windows Intune

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Article ID: 2615736 - View products that this article applies to.
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PROBLEM

When a user tries to sign in to a Microsoft cloud service such as Office 365, Microsoft Azure, or Windows Intune from a sign-in webpage whose URL starts with "https://login.microsoftonline.com/login.srf," the user receives a sign-in error message and can't sign in.

The following is an example of an error message that the user may receive:
Sorry, but we're having trouble signing you in.

Please try again in a few minutes. If this doesn't work, you might want to contact your admin and report the following error:
<error code>

SOLUTION

To troubleshoot this issue, identify the error code, and then contact technical support. To identify the error code, follow these steps:
  1. View the source code of the login.microsoftonline.com webpage that shows the error message.

    For example, in Internet Explorer, press the ALT key to display the menu bar (if it isn't already displayed), and then click Source on the View menu.

    Collapse this imageExpand this image
    Screen shot of view table in Internet Explorer menu bar, Source option highlighted
  2. Search the source code for the HR= string, and then note the numeric code that follows the HR= string.

    Collapse this imageExpand this image
    Screen shot of source code page and Search the source code for the HR= string

List of known error codes

The following table lists known error codes for the “Sorry, but we're having trouble signing you in” error message. The table also contains information about how to troubleshoot the issue.

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Error codeMore informationResource
8004786CThis issue may occur in scenarios where you pilot Active Directory user accounts as Office 365 single sign-on (SSO)-enabled user IDs, and then the user account is piloted incorrectly.2392130 Troubleshoot user name issues that occur for federated users when they sign in to Office 365, Azure, or Windows Intune 
80041034This issue may occur when the UPN has been changed from its original value or when the relying party trust claims are missing or corrupted.2535191 "Sorry, but we're having trouble signing you in" and "80048163" error when a federated user tries to sign in to Office 365, Azure, or Windows Intune 
80041317

80043431
This issue may occur if the configuration settings of the Office 365 federated domain for the on-premises Active Directory Federation Services (AD FS) 2.0 service and for the Azure AD authentication system are mismatched.2647020 "Sorry, but we're having trouble signing you in" and "80041317" or "80043431" error when a federated user tries to sign in to Office 365, Azure, or Windows Intune
80048163This issue occurs if unsupported characters are used in the user’s sign-in name.2757747 "Sorry, but we're having trouble signing you in" and "80048163" error when a federated user tries to sign in to Office 365, Azure, or Windows Intune
80045C06This issue may occur if the time setting in the on-premises environment doesn't match the time setting of the Office 365 service.2578667 "Sorry, but we're having trouble signing you in" and "80045C06" error when a federated user tries to sign in to Office 365, Azure, or Windows Intune
8004789A2635357 "Sorry, but we're having trouble signing you in" and "8004789A" error when a federated user tries to sign in to Office 365, Azure, or Windows Intune

MORE INFORMATION

This issue occurs if user authentication is interrupted after a Azure Active Directory (Azure AD) authentication system error state is detected.

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

Properties

Article ID: 2615736 - Last Review: July 9, 2014 - Revision: 27.0
Applies to
  • Microsoft Azure
  • 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 o365p kbgraphxlink o365e o365022013 o365m kbgraphic KB2615736

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