"Sorry, but we’re having trouble with signing you in." AADSTS50020 error on APPLE MAC DEVICES when attempting to Activate and Sign in to Microsoft 365.

DEECEE 10

I've been logged out of my uni account and cannot create/edit files - it tells me to "Activate Microsoft 365 to Create and Edit." Whenever I try to activate and log into my microsoft account for any of the Office 365 applications, the following error pops up:

Sorry, but we’re having trouble with signing you in.

AADSTS50020: User account 'xx' from identity provider 'live.com' does not exist in tenant 'xx' and cannot access the application 'd3590ed6-52b3-4102-aeff-aad2292ab01c'(Microsoft Office) in that tenant. The account needs to be added as an external user in the tenant first. Sign out and sign in again with a different Azure Active Directory user account.

What are the steps to fix this on Mac? Thanks

2 answers

AllenXu-MSFT 16,091 Reputation points Microsoft Vendor

2023-08-07T06:09:34.3666667+00:00

Hi @Shahrukh Alam,

Have a try to use this reset tool: https://office-reset.com/ and select "Reset license and sign-in".

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1 person found this answer helpful.
AllenXu-MSFT 16,091 Reputation points Microsoft Vendor

2023-08-11T01:48:50.41+00:00

@Shahrukh Alam,

Is there any progress in this case after resetting Office?

Yugandhar Reddy 0 Reputation points

2023-12-20T07:59:59.7466667+00:00

I have been trying to solve this for the last 10 days and finally, this tool resolved my problem.... Thank you very much

Yugandhar

Danan Viardi 0 Reputation points

2024-04-02T02:42:31.5166667+00:00

Thanks for recommending this tool. This works great!
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Shahrukh Alam 0 Reputation points

2023-08-05T12:59:36.3466667+00:00
The "AADSTS50020" error is an error code that indicates an issue with the authentication process when trying to sign in to Microsoft 365 (formerly known as Office 365) on Apple Mac devices. This error can occur due to various reasons, and here are some troubleshooting steps you can try to resolve it:

Clear Browser Cache: Clear the cache, cookies, and browsing history in the web browser you are using to sign in to Microsoft 365. Sometimes, cached data can cause authentication issues.

Check Date and Time Settings: Ensure that the date and time settings on your Mac are correct and synchronized with the internet time. Incorrect date and time settings can cause authentication problems.

Verify Internet Connectivity: Make sure that your Mac has a stable internet connection. Poor or unstable internet connectivity can interrupt the authentication process.

Try Different Browser: If you are using a specific web browser and encountering the error, try using a different browser (e.g., Safari, Chrome, Firefox) to see if the issue persists.

Update Browser and macOS: Ensure that your web browser and macOS are up to date with the latest versions. Outdated software can sometimes cause compatibility issues.

Disable Browser Extensions: Temporarily disable any browser extensions or add-ons you have installed, as they may interfere with the sign-in process.

Check for Firewall or Proxy: If your Mac has firewall or proxy settings enabled, check if they are blocking the authentication requests. Temporarily disable the firewall or proxy to see if it resolves the issue.

Try Private Browsing Mode: Attempt signing in using the private browsing mode or incognito mode in your web browser to rule out any interference from browser extensions or cached data.

Use Microsoft Authenticator App: If possible, try using the Microsoft Authenticator app for two-factor authentication (if enabled) instead of using SMS or email codes.

Contact Microsoft Support: If none of the above steps resolve the issue, contact Microsoft Support for further assistance. They can help troubleshoot the error and provide specific guidance based on your account and device settings.

It's worth noting that the "AADSTS50020" error can also be caused by issues on the server-side, and in such cases, Microsoft may need to investigate and resolve the problem on their end.

Before trying any significant changes to your Mac or account settings, it's always a good idea to reach out to Microsoft Support for guidance to avoid any unintended consequences.
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DEECEE 10 Reputation points

2023-08-05T13:43:43.0933333+00:00

Thanks for your response, however the issue only occurs on the desktop apps - Microsoft 365 works perfectly fine on the browser. I have tried 2,3,5 (update MacOs part) and 7, but none of those work. Please advise alternative options.

Shahrukh Alam 0 Reputation points

2023-08-05T13:51:19.1933333+00:00

If you have already tried the suggested options and are still experiencing the "AADSTS50020" error in the Microsoft 365 desktop apps on your Mac, here are some additional alternative options you can consider:

Check Firewall and Antivirus: Verify that your Mac's firewall and antivirus settings are not blocking the Microsoft 365 desktop apps from accessing the internet or authentication servers. Temporarily disable the firewall and antivirus software to see if it makes a difference.

Check VPN or Network Settings: If you are using a Virtual Private Network (VPN) or have specific network settings configured on your Mac, check if they are affecting the authentication process. Temporarily disconnect from the VPN or revert to default network settings to test if the error persists.

Reset Keychain Access: Resetting the Keychain Access on your Mac can sometimes resolve authentication issues. Go to "Applications > Utilities > Keychain Access," then select "Keychain First Aid" and choose "Repair" or "Reset."

Check User Account Permissions: Ensure that your user account on the Mac has the necessary permissions to access the Microsoft 365 desktop apps and related services. If you are using a managed Mac, check with your IT department or administrator for any specific user account settings.

Create a New User Profile: If the issue appears to be specific to your user account, consider creating a new user profile on your Mac and try signing in to the Microsoft 365 apps using the new profile. This can help identify if the problem is related to your user account settings.

Reinstall macOS: As a last resort, you may consider reinstalling macOS on your Mac. This will give you a clean system state, and you can then reinstall the Microsoft 365 apps to see if the issue persists.

Use Web Apps as Alternative: If the Microsoft 365 web apps work fine in the browser, consider using the web versions of the apps as an alternative until the issue with the desktop apps is resolved.

Contact Microsoft Support: If none of the above options resolve the issue, reach out to Microsoft Support again and provide them with specific details about the error, your Mac's configuration, and the steps you have already taken to troubleshoot. They may be able to provide further assistance or escalate the issue to their technical team for investigation.

Always exercise caution when making changes to your system settings or reinstalling software. If you are not comfortable with any of these steps, seek assistance from a qualified IT professional or the support teams of Microsoft or Apple.

DEECEE 10 Reputation points

2023-08-05T14:04:19.59+00:00

Hi.

I reset my keychain, updated MacOs, disabled firewall and the error messaged changed to: AADSTS500202: User account 'xxx' from external identity provider 'live.com' is not supported for API version '2.0'. Microsoft account pass-thru users and guests are not supported by the tenant-independent endpoint.

Shahrukh Alam 0 Reputation points

2023-08-05T16:45:33.0366667+00:00

The error message "AADSTS500202: User account 'xxx' from external identity provider 'live.com' is not supported for API version '2.0'" indicates an issue with the authentication process for the user account associated with the 'live.com' identity provider. This error suggests that the user account or identity provider may not be supported for the specific API version being used.

Here are some steps you can take to troubleshoot and resolve the issue:

Verify API Version: Check the API version being used for authentication. It is possible that the application or service is using an older or outdated API version that does not support the 'live.com' identity provider. Ensure that the application or service is configured to use the latest supported API version.

Check Identity Provider Settings: Verify the settings and configuration of the 'live.com' identity provider. Ensure that it is correctly configured to work with the specific application or service you are trying to access.

Check Account Type: Check the type of user account associated with the 'live.com' identity provider. Some API versions may not support certain types of user accounts, such as Microsoft account pass-thru users or guests. Make sure the user account is of a supported type for the API version being used.

Check Tenant-Independent Endpoint: The error message mentions the "tenant-independent endpoint." Ensure that the application or service is using the correct endpoint for authentication. The tenant-independent endpoint should be used for multi-tenant applications that work with various organizations.

Contact Microsoft Support: If the issue persists, consider reaching out to Microsoft Support for further assistance. They can help investigate the error and provide specific guidance based on your account, identity provider, and API version settings.

Check for Updates: Ensure that the application or service you are using is up to date with the latest patches and updates. Outdated software may have compatibility issues with the latest API versions.

Test with a Different Account: If possible, try signing in with a different user account or identity provider to see if the issue is specific to a particular account or identity provider.

As this error involves authentication and identity provider settings, it's essential to handle it carefully to avoid any security or privacy risks. If you are not familiar with the specific configurations involved, consider seeking assistance from Microsoft Support or an IT professional with experience in identity and access management.
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