"Sorry, but we're having trouble signing you in" and "80048163" error when a federated user tries to sign in to Office 365, Windows Azure, or Windows Intune

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Article ID: 2757747 - View products that this article applies to.
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When a federated user tries to sign in to a Microsoft cloud service such as Office 365, Windows Azure, or Windows Intune from a sign-in webpage whose URL starts with https://login.microsoftonline.com/login, authentication for that user isn't successful. Instead, the user receives the following error message:
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:

This issue may occur if the following steps were performed:
  1. The on-premises user object is first provisioned by using Unicode characters that aren't supported by Windows Azure Active Directory (Windows Azure AD).
  2. Directory synchronization is then run to create a user ID that has the same characters.


To resolve this issue, make sure that the user's user principal name (UPN) contains only supported characters. Sign-in fails if the UPN contains characters that aren't supported.


Microsoft cloud services supports the following characters in the UPN:
  • Alphanumeric characters (uppercase and lowercase)
  • Period (.) as long as it does not appear directly before the at sign (@)
  • Hyphen (-)
  • Underscore (_)
For example, the following UPN is supported:
However, the following UPN isn't supported:


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


Article ID: 2757747 - Last Review: November 13, 2013 - Revision: 11.0
Applies to
  • Windows Azure
  • Microsoft Office 365
  • Microsoft Office 365 for education  (pre-upgrade)
  • Microsoft Office 365 for enterprises (pre-upgrade)
  • CRM Online via Office 365 E Plans
  • Windows Azure Recovery Services
o365e o365a o365022013 o365062011 o365 o365m pre-upgrade after upgrade KB2757747

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