Not able to have access to my email !

Question

Not able to have access to my email !

Lina Leduc 0

Here's the error message I see :

"

UTC Date: 2026-03-17T14:16:51.570Z
Client Id: Information deleted for privacy protection
SessiInformation deleted for privacy protection
Client Version: Information deleted for privacy protection
BootResult: fail
Back Filled Errors: Unhandled Rejection: SyntaxError: Failed to execute 'json' on 'Response': Unexpected end of JSON input:undefined|undefined:undefined|undefined:undefined|undefined:undefined|Unhandled Rejection: SyntaxError: Failed to execute 'json' on 'Response': Unexpected end of JSON input:undefined|undefined:undefined|undefined:undefined|undefined:undefined|undefined:undefined|undefined:undefined|Unhandled Rejection: SyntaxError: Failed to execute 'json' on 'Response': Unexpected end of JSON input:undefined|undefined:undefined|undefined:undefined|undefined:undefined|undefined:undefined|undefined:undefined|undefined:undefined|undefined:undefined|undefined:undefined|undefined:undefined|undefined:undefined|undefined:undefined|undefined:undefined|undefined:undefined|undefined:undefined|undefined:undefined|undefined:undefined|undefined:undefined|undefined:undefined|undefined:undefined|undefined:undefined|undefined:undefined|undefined:undefined|undefined:undefined|undefined:undefined|undefined:undefined|undefined:undefined|undefined:undefined|undefined:undefined|undefined:undefined|undefined:undefined|undefined:undefined|undefined:undefined|undefined:undefined
err: AccountTerminationException
esrc: StartupData
et: ServerError
estack: Error: 440
    at Object.w [as createStatusErrorMessage] (https://res.public.onecdn.static.microsoft/owamail/hashed-v1/scripts/owa.mailindex.3978602f.js:2:10319)
    at https://res.public.onecdn.static.microsoft/owamail/hashed-v1/scripts/owa.mailindex.3978602f.js:2:43316
st: 440
ehk: X-OWA-Error
efe: YQZPR01CA0051

Ryan-N 11,875 Reputation points Microsoft External Staff Moderator

2026-03-19T19:37:13.9233333+00:00

Hi @Lina Leduc,

I hope everything is going well on your end.

I’m following up on the support thread we've been working through together. I wanted to check in and see if the information I shared in my previous answer helped resolve the issue you were experiencing.

If you're still experiencing any issues or have further questions, please feel free to reach out at any time. I’m always happy to help if you need anything else.

I want to ensure everything is functioning smoothly and that your experience remains seamless.

Thank you again for your collaboration throughout the troubleshooting process. I look forward to hearing from you soon.

Warm regards,
Lina Leduc 0 Reputation points

2026-03-23T14:43:50.77+00:00

Thanks for the follow-up.

I have done everything you guys suggested already, so we decide to de-activate and re-activate my account. And that was it.

It worked well ! Thank you very much!

Answer recommended by moderator

2 additional answers

Your answer

Ryan-N 11,875 Reputation points Microsoft External Staff Moderator

2026-03-19T19:37:13.9233333+00:00

Hi @Lina Leduc,

I hope everything is going well on your end.

I’m following up on the support thread we've been working through together. I wanted to check in and see if the information I shared in my previous answer helped resolve the issue you were experiencing.

If you're still experiencing any issues or have further questions, please feel free to reach out at any time. I’m always happy to help if you need anything else.

I want to ensure everything is functioning smoothly and that your experience remains seamless.

Thank you again for your collaboration throughout the troubleshooting process. I look forward to hearing from you soon.

Warm regards,
Lina Leduc 0 Reputation points

2026-03-23T14:43:50.77+00:00

Thanks for the follow-up.

I have done everything you guys suggested already, so we decide to de-activate and re-activate my account. And that was it.

It worked well ! Thank you very much!

Answer 1

Hi @Lina Leduc,

Welcome to the Microsoft Q&A forum.

I would like to provide you with the following information:

Based on the OWA error logs you provided, error code 404 and esrc: StartupData commonly indicate that the mailbox object has been disabled, even though the user account in Entra ID (Azure AD) still appears to be active.

In these cases, the user can still sign in normally at the identity layer. However, Exchange Online treats the mailbox as terminated or disabled, which causes Outlook and Outlook on the web (OWA) to fail to load the mailbox.

In this situation, you need to contact the tenant administrator to perform the following checks:

Check whether the mailbox is disabled

Get-Mailbox ******@domain.com | fl AccountDisabled

If the result shows AccountDisabled : True, this behavior aligns with the AccountTerminationException error.

Re-enable the mailbox

Set-Mailbox ******@domain.com -AccountDisabled $false

(Optional) Identify other disabled mailboxes

Get-Mailbox -ResultSize Unlimited | Where-Object { $_.AccountDisabled -eq $true }

After re-enabling the mailbox, ask the user to try signing in again to Outlook on the web.

While waiting for the administrator to complete the checks, you can try the following steps:

Sign out of all Microsoft sessions
Clear the browser cache Press: Ctrl + Shift + Delete > Clear now
Open the browser in InPrivate / Incognito mode to check whether the issue is related to browser extensions
Press: Ctrl + Shift + N
If the issue does not occur in Incognito mode, try disabling browser extensions such as ad blockers, VPNs, etc.

I hope this information helps. Please try the steps and let me know whether they resolve the issue. If the problem persists, we can work together to find a solution.

As other users will also search for information in this community, your vote can significantly help those with similar inquiries quickly locate the most relevant resources.

Thank you for your kindness and for contributing to the forum.

If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment".

Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.

Answer 2

Ryan-N 11,875 Microsoft External Staff Moderator

Hi @Lina Leduc,

Thank you for your response. I’m glad to hear that your issue has been resolved.

If you found the answer helpful, I kindly invite you to mark it as the Accepted Answer. Once marked, it will automatically be pinned to the top. Since many other users also search for information in this community, your valuable contribution will help them easily find the right information and useful insights more quickly.

Thank you very much, and I wish you a great day.

0 comments

Answer 3

The error AccountTerminationException with status 440 indicates a server-side account problem rather than a local browser or device issue. This typically means the mailbox or account is blocked, disabled, or otherwise not available, so Outlook on the web cannot complete sign-in and load mail.

From the available guidance, the next steps depend on whether this is an Outlook.com (personal Microsoft account) or a work/school account:

If this is an Outlook.com / Hotmail / Live account:
- Check whether the account is blocked due to unusual activity and follow the unblock flow described in the Outlook.com help: use the "Unblock my Outlook.com account" process referenced under common causes when you cannot send/receive or connect.
- If sign-in itself fails or loops, use the Microsoft account sign-in helper referenced in the same article to troubleshoot sign-in issues.
- If the account has been terminated or cannot be recovered via self-service, submit the account recovery and reinstatement forms as described in the Outlook.com support and Q&A guidance, and wait for Microsoft to complete verification.
If this is a work or school (Microsoft 365 / Exchange Online) account:
- Contact the organization’s IT administrator. The error indicates the mailbox or account may have been disabled, removed, or blocked on the server. Only the tenant admin can re-enable or restore the mailbox or account.
- Ask the admin to verify in the Microsoft 365 admin center or Exchange admin center that:
  - The user account is not blocked or deleted.
  - The mailbox exists and is not soft-deleted or on hold awaiting removal.
If the account is accessible elsewhere but Outlook on the web still fails:
- Confirm whether sign-in works in another client (for example, Outlook for iOS/Android or another device). If other clients work but the browser fails, the issue is still likely server-side for OWA, and support escalation is required.
- If this is an Outlook.com account and other troubleshooting for send/receive or access has been tried, use the Outlook.com interactive troubleshooter and, if needed, the “Still need help?” contact options to reach support.
When self-service options do not resolve the issue:
- For personal Outlook.com accounts, use the Outlook.com support contact links (Help → Still need help?) to open a support case, or use the Microsoft account & billing support entry point referenced in the Outlook.com help.
- For work/school accounts, the tenant admin should open a support ticket with Microsoft 365 support if the mailbox appears healthy but OWA continues to return AccountTerminationException.

Because the error is generated on the server and indicates account termination/availability, local steps like clearing cache or changing browsers are unlikely to fix it; resolution requires either unblocking/reinstating the account or admin/support intervention.

References:

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Not able to have access to my email !

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