outlook.com email error

Question

my wife's outlook email stopped working on her iPhone. i went to my PC to see if i could login and its giving me an error. i was able to update the password and get a text verification but when i click to go to the outlook email it gives me the error below. its weird because I'm able to access my email but only hers gives this error. any ideas what is causing this or how to fix it?

UTC Date: 2026-05-12T10:32:52.258Z Client Id: 0E0D469EFE2A4C88BA26CA8AE5D89DFF Session Id: 2feea760-0726-45b7-98fc-c26799d49617 Client Version: 20260501001.13 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|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: COMException esrc: StartupData et: ServerError estack: Error: 401     at Object.w [as createStatusErrorMessage] (https://res.public.onecdn.static.microsoft/owamail/hashed-v1/scripts/owa.mailindex.06641a1a.js:1:806)     at https://res.public.onecdn.static.microsoft/owamail/hashed-v1/scripts/owa.mailindex.06641a1a.js:1:183650 st: 401 ehk: X-OWA-Error reqid: 96a841b0-e888-dc98-45f6-15aaaddd62ac cv: gRGp5gB7EghtUr6oJI0jHp.3.1.1

Answer 1

I have had the exact same issue since yesterday. I was finally able to get in touch with a human to discuss. He confirmed it's a server-side issue with certain accounts and their engineers are working on it. There's nothing we need to do and it should be resolved in 24-48 hours.

Ignore all the useless AI-generated troubleshooting steps, nothing will solve until they fix the backend server issue.

Answer 2

Hello,

What URL did you use to access? Try https://www.outlook.com, and also try using web browser in incognito mode, see if that goes through.

Answer 3

The error details (esrc: StartupData, 401, COMException) match a pattern where the Outlook.com mailbox object is disabled or treated as terminated, even though the Microsoft account sign-in and password reset still work.

In this situation, Outlook on the web fails to load the mailbox even though the identity layer (account sign-in, SMS verification, etc.) succeeds.

Resolution steps:

1. Tenant/admin checks (required)
   • Ask the Microsoft 365/Outlook.com tenant administrator to:
     1. Check whether the mailbox is disabled.
        • If the mailbox shows AccountDisabled : True, this aligns with the behavior seen in the error logs (StartupData + 401/404).
     2. Re‑enable the mailbox.
     3. Optionally, check for other disabled mailboxes in the tenant.
   • After the mailbox is re‑enabled, try signing in again to Outlook on the web and then re-add the account on the iPhone.
2. While waiting for the admin
   • Sign out of all Microsoft sessions in the browser on the PC.
   • Clear the browser cache:
     • Press Ctrl + Shift + Delete → Clear now.
   • Open a new InPrivate/Incognito window and try Outlook on the web again:
     • Press Ctrl + Shift + N in the browser.
   • If Outlook works in InPrivate mode, disable browser extensions such as ad blockers or VPNs and test again.
3. iPhone-specific steps (after mailbox is confirmed active)
   • Remove and re-add the Outlook.com account on the iPhone mail app or Outlook app so it picks up the re‑enabled mailbox and fresh authentication tokens.

If the mailbox remains disabled at the service level, client-side steps (password changes, app reinstalls, cache clearing) will not resolve the issue; the admin-side mailbox re‑enable is required.

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References:

• Not able to have access to my email ! - Microsoft Q&A

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