Troubleshoot sign in issues

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If you are having trouble signing in to http://support.microsoft.com (or any subdomains) you may need to update your browser security settings.

Issue:

You select Sign in, you see the authentication page. and enter your username. The page appears to redirect, but then reloads to the same authentication page. You become stuck in a loop, and it appears you cannot proceed.

You may also see an additional step where you are asked to pick a work or school account, or personal account to sign in with.

If you experience these issues, try the following workarounds in the order they appear below.

Workaround 1: Security zone changes for cookies, applicable to Internet Explorer and Microsoft Edge

Make sure these sites are not in your trusted site list. This will prevent your system from applying special rules to these sites:

  • *.microsoft.com
  • support.microsoft.com and any specific subdomains
  • login.live.com for Microsoft account
  • login.microsoftonline.com for Microsoft account (personal) and Azure Active Directory (work or school)

Note: Some organizations, by policy, require sites to be added to the trusted site list. If you need any of the above in the trusted site list, then make sure you have all the above sites in trusted site list. This change will make sure that cookies are shared between these domains. Once entered, sign in and sign out functions should work as expected.

This occurs when using Internet Explorer and Microsoft Edge due to additional security implementations for trusted sites. Additional information: Beware Cookie Sharing in Cross-Zone Scenarios.

Workaround 2: Applies to Microsoft account (personal) only

  1. Go to https://login.live.com/
  2. Sign in using your Microsoft account.
  3. Try to access support.microsoft.com or any subdomains such as support.microsoft.com/premier in a new tab.
If your issue persists, contact your TAM for further assistance.