user has 365 login error

Question

some users are having problems logging in to 365. they receive 'an error has occured' message the error details are

When i search for this i come across an article relating to IOS access but user is using a windows device. I checked adfs and the forms authentication has been selected.

***moved from Microsoft 365 and Office / Subscription, account, billing / For education / Accounts, groups management, and sign in***

Answer 1

Hello pwfc_lcwc

Good day and thanks for reaching out.

Thank you for posting and describing the login issue your users are encountering with Office 365. The error indicates the authentication process for Office 365 failed. It suggests trying an alternative sign-in option (which could refer to using different credentials or methods) or closing the browser to reset the session.

Based on the information provided, it appears you have verified that verified that ADFS (Active Directory Federation Services) is configured correctly with Forms Authentication enabled. Please keep in mind there are several factors that can contribute to the issue. Some contributing factors can be Outdated software, incorrect account setting, multi-factor authentication and ADFS Misconfiguration. Given the current situation, we need more information on the following to pinpoint the exact issue and better assist you.

1. Have you checked the Azure AD sign-in logs and ADFS logs for more details on the error message?
2. Is the error occurring on a specific browser (e.g., Chrome, Edge, Firefox)? If yes, have they tried logging in with a different browser or in Incognito/Private Mode.
3. Are the users affected by this issue using hybrid or cloud-only identities?
4. Can you please confirm the office version you are currently using? **** About Office: What version of Office am I using? - Microsoft Support
5. Can you confirm where you are trying to Login into? Office.com or Office apps/services

Note: Due to forum policies and the protection of confidential information, please share the requested information with me in the "View Direct Message" section above.
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Kindly let me know your responses to the above questions, and feel free to share any other details you think might help us resolve the issue. I look forward to your reply and am here to assist further. Please understand that our initial response may not always resolve the issue immediately. However, with your help and more detailed information, we can work together to find a solution.

Awaiting your valuable response.

Sincerely Bertrand | Microsoft Community Moderator

Answer 2

Hi Bertrand,

It looks like the adfs signign certificate has expired.

when i try to access 365 admin or entra/ azure admin i get this error

some users can access 365 office while others cannot.

I have tried to renew the signing certificate from the but it prompts me with this certificate or what appear to be previous certificates

Answer 3

Hello jdacircle,

Thank you for posting in Microsoft Community forum.

From the description above, I understand your question is related to Active Directory Federation Services and Microsoft Entra.

Since there are no engineers dedicated to Active Directory Federation Services and Microsoft Entra in this forum. in order to be able to get a quick and effective handling of your issue, I recommend that you repost your question in the Q&A forum, where there will be a dedicated engineer to give you a professional and effective reply.

Here is the link for Q&A forum.
Questions - Microsoft Q&A

Click the "Ask a Question" button in the upper right corner to post your question and type "Active Directory Federation Services" tag and "Microsoft Entra"and select any tags related to your productions.

I hope the information above is helpful.

If you have any question or concern, please feel free to let us know.

Best Regards,
Daisy Zhou

Answer 4

Hi daisy,

Thanks, we found the issue was with adfs signing certificate had expired, we renewed this and then resynced the adfs server with azure to reanble the connection.

this link was helpful

https://learn.microsoft.com/en-gb/microsoft-365/troubleshoot/active-directory/update-federated-domain-office-365