Article ID: 2707338 - View products that this article applies to.
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PROBLEM

After you run the Microsoft Online Services Diagnostics and Logging (MOSDAL) Support Toolkit, the Active Directory Federation Services (AD FS) diagnostics log contains the following error message:

There was an exception error during a login attempt.

Note The AD FS diagnostics log is located at \Admin_Applications\SSO_Diagnostic_Tests\ADFSDiagnostic.txt.

Additionally, you may notice the following behavior when you sign in to your Microsoft cloud service such as Office 365, Windows Azure, or Windows Intune by using a federated account:

"There was a problem accessing this site" error message occurs before you can try to provide credentials to AD FS.

CAUSE

This issue may occur if one of the following conditions is true:
  • Service problems with AD FS limit access.
  • Problems exposing AD FS to the Internet through reverse proxy limit access.
  • Secure Sockets Layer (SSL) certificate problems occur with the AD FS service.
  • The ls service endpoint may be disabled in the on-premises AD FS Federation service.
  • Kerberos problems with AD FS limit AD FS logon.
  • AD FS service errors limit AD FS logon.

SOLUTION

To resolve this issue, use one of the following methods, as appropriate for your situation.

Method 1: Troubleshoot AD FS connectivity

Use the following Microsoft Knowledge Base article to troubleshoot AD FS service problems that might limit connectivity:
2419389 Internet browser can't display the AD FS webpage when a federated user tries to sign in to Office 365, Windows Azure, or Windows Intune

Method 2: Troubleshoot AD FS Proxy server functionality

If sign-in problems that are described earlier only occur when you are connected to AD FS from outside the on-premises network, use the following Microsoft Knowledge Base article to troubleshoot AD FS Proxy service problems that might limit connectivity:
2712961 How to troubleshoot AD FS endpoint connection issues when users sign in to Office 365, Windows Intune, or Windows Azure

Method 3: Troubleshoot AD FS SSL certificate problems

If a sign-in attempt to a Microsoft cloud service results in a certificate warning from the AD FS server, use the following Microsoft Knowledge Base article to troubleshoot SSL certificate problems:
2523494 You receive a certificate warning from AD FS when you try to sign in to Office 365, Windows Azure, or Windows Intune

Method 4: Reset the AD FS service endpoints to the default configuration

To make sure that the AD FS service endpoint configuration metadata is updated to the Windows Azure Active Directory (Windows Azure AD) authentication system, use the "How to update the configuration of the Office 365 federated domain" section of the following Microsoft Knowledge Base article:
2647048 How to update or to repair the configuration of the Office 365 federated domain

Method 5: Troubleshoot Kerberos authentication problems with AD FS

To diagnose and resolve Kerberos authentication problems with AD FS, use the following Microsoft Knowledge Base article:
2461628 A federated user is repeatedly prompted for credentials during sign-in to Office 365, Windows Azure, or Windows Intune

Method 6: AD FS service problems limit sign-in

To diagnose and resolve common AD FS service problems that limit authentication, use the following Microsoft Knowledge Base article:
2713898 "There was a problem accessing the site" error from AD FS when a federated user signs in to an organizational account

MORE INFORMATION

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

Properties

Article ID: 2707338 - Last Review: February 26, 2014 - Revision: 18.0
Applies to
  • Windows Azure
  • Microsoft Office 365
  • Microsoft Office 365 for enterprises (pre-upgrade)
  • Microsoft Office 365 for education  (pre-upgrade)
  • CRM Online via Office 365 E Plans
  • Windows Azure Recovery Services
Keywords: 
o365 o365a mosdal4.5 o365022013 after upgrade o365062011 pre-upgrade o365e o365m KB2707338

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