Bad Browser Cookie Microsoft Forms

Question

I'm needing some help chasing down a pretty strange issue I run into with Microsoft Forms. I'll do my best to summarize the issue here...

This issue occurs when I click the URL for a form in order to submit a response. When I click the form URL, a new tab opens in my browser but from there the page just gets stuck in a loop. It tries to load and I can see activity in the address bar. The text flashes by very quickly but it appears to be bouncing between forms.office.com and login.microsoftonline.com. Eventually, it will time out and I get this login error. Error is not specific to one form, happens with any form URL sent to me or a form I have created and want to test.

I have chased this issue down to a cookie problem. If I dig into my browser settings (Chrome or Edge, same issue happens in both) and delete cookies for forms.office.com then try again, the URL will load successfully and I can submit my responses. But I only get it one time, if just refresh the same form, I can recreate the error. Of course, clearing the cookies for forms.office.com rids the problem and I can use the form again. This issue appears to be specific to my O365 account as I have tested logging into laptop with a different account but still have the same problem. Conversely, using a different O365 account works just fine. The issue follow my Office account. I have my browser set to clear these cookies on close, but manually clearing cookies each time OR closing all browser tabs/windows is not feasible and I need to find a fix for this problem.

Answer 1

Hi brolfes,

Thanks for providing more details.

The issue looks to be a very rare case for Forms app. We have not received any report in forum for similar scenario. I would suggest open a ticket in Microsoft 365 admin center to engage the technical support to check this issue. They have the capability to gather the network trace & backend logs for deep troubleshooting. Kindly refer to this article to raise a ticket (If you are not a global admin, you can also refer to the article to find your organization admin):

Get support - Microsoft 365 admin | Microsoft Learn

Welcome to share the feedback here in the community once you work out the solution.

Sincerely,

Ryan| Microsoft Community Moderator

Thank you, Ryan. I will look to submit a support ticket. I do agree, this is quite an obscure issue.

Answer 2

Hi brolfes,

Thanks for providing more details.

The issue looks to be a very rare case for Forms app. We have not received any report in forum for similar scenario. I would suggest open a ticket in Microsoft 365 admin center to engage the technical support to check this issue. They have the capability to gather the network trace & backend logs for deep troubleshooting. Kindly refer to this article to raise a ticket (If you are not a global admin, you can also refer to the article to find your organization admin):

Get support - Microsoft 365 admin | Microsoft Learn

Welcome to share the feedback here in the community once you work out the solution.

Sincerely,

Ryan| Microsoft Community Moderator

Answer 3

The issue is not particular to my local environment. I can duplicate the problem on my mobile device which is outside of our company domain. If I email myself a URL to a form it works one time. I open the link, sign in to Office, and the form loads. I then close the browser go back to my email and click the link again and I can duplicate the issue. Nobody else in our organization has reported this issue and I've tested firsthand with some coworkers and they also do not have the problem.

I can signin to Forms just fine. The issue only seems to occur when I try to access a link to a form in order to submit a response.

Answer 4

Dear brolfes

Good day! Thank you for posting in Microsoft Community. We are happy to help you.

Based on your description, it seems that you got the error message when you click the Form URL in browser. And per your description, this behavior maybe is related to your office account.

Given this situation, if this behavior is caused by your account, which may be related to your local environment or your tenant account. To narrows down if the problem was related to the local environment, please disable your Antivirus and Firewall then to check the result

Proxy: Click on Settings > Network & Internet> Proxy

• Toggle the option Automatically detect settingsto ON.
• Toggle the option Use a proxy serverto OFF.

Firewall: you can refer to how to turn off the firewall on Windows.

Besides, for further troubleshooting, we would like to collect more detailed information you're experiencing so that we can have a further investigation:

• May I know does other users in your organization also have this behavior with Forms?
• Does this behavior will happen when you sign in Form in the browser via sign in www.office.com >Click the Forms icon?
• Can you share a screenshot of the error message you got to us?

If this is not your scenario or any unclear, you can post back in your free time. We’re looking forward to your reply and will continue to help you all the time!

Your understanding and patience will be highly appreciated. I hope that you are keeping safe and well!

Sincerely,

Stacey | Microsoft Community Moderator