How to remove an error

Question

Ever since I created my outlook account it has been giving me sign in problem whereby an error AADSTS165000 keeps popping up. I don’t know what to do , I tried contacting support but never got the solution. Below is the screenshot of the issue.

Answer 1

Hello Carol Sithuga, 

Thank you for posting your question in the Microsoft Q&A forum. 

This issue AADSTS165000 is caused by a corrupted or stale cookie from www.microsoft365.com and will consistently disappear once the browser is forced to delete all cookies and site data specifically from www.microsoft365.com 

Kindly following these steps to check if it can resolve the issue: 

• For Chrome: Privacy and Security > Cookies and other site data page there is an option for ‘Always clear cookies when windows are closed’ where individual sites can be added. Add www.microsoft365.com to this list. 
• For Edge: Settings > Cookies and site permissions > Manage and delete cookies and site data > Clear on Exit. Adding www.microsoft365.com to this list deletes cookies and site data and allows SSO to work. 
• Kindly note that the www is important. Just adding microsoft365.com will not work. When adding the site to the list, it must be www.microsoft365.com. 

Note: Please understand that as a forum moderator, my primary goal is to provide helpful guidance and support through general troubleshooting steps. While I don’t have access to internal systems or test devices required to resolve backend/account issues, I truly appreciate your understanding of these limitations.

Thank you for choosing Microsoft, and I am looking forward to your response. If anything is unclear, please don’t hesitate to reach out to me.

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