Cannot log into my email account

Question

UTC Date: 2026-08-31T19:58:46.416Z
Client Id: 
Session Id: 
Client Version: 20260821009.09
BootResult: fail
Back Filled Errors: None
err: System.Security.Cryptography.CryptographicException
esrc: StartupData
et: ServerError
estack: Error: 500
    at Object.w [as createStatusErrorMessage] (https://res.public.onecdn.static.microsoft/owamail/hashed-v1/scripts/owa.mailindex.491fdc82.js:1:806)
    at https://res.public.onecdn.static.microsoft/owamail/hashed-v1/scripts/owa.mailindex.491fdc82.js:1:192762
st: 500
ehk: X-OWA-Error
efe: BL1PR13CA0391
ewsver: 15.21.360.13
reqid: 
cv: RbhnSdCWQq/CyC/sE/bjK3.3.1.1

Answer 1

Hi Amy,

Thank you for reaching out and for providing the detailed information.

There is currently an ongoing Microsoft service incident affecting users using Exchange Online services. This error is often associated with the absence of active licensing on the account.

Your IT administrator can review the latest status, affected services, available workarounds, and Microsoft’s progress by opening the issue ID EX1464935 via Service health - Microsoft 365 admin center.

The engineering team has isolated a common failure pattern across affected Exchange Online requests associated with authentication and protocol connectivity. They’re analyzing service telemetry to identify the underlying source of impact and validate potential remediation options. In parallel, they’re continuing to assess the scope of impact and monitor for any additional affected scenarios.

In the meantime, please ask your IT admin to check the following points:

• Go to Microsoft Admin Center > Users > Active users, select the user, and verify the user's licensing as well as that the Exchange Online app is checked.
• Check the licensing status in Microsoft Admin Center > Billing > Your Products

In case you do not know who is your IT admin, kindly refer to this article: How do I find my Microsoft 365 admin? - Microsoft Support  

I hope you found the answer helpful, and I would greatly appreciate it if you could mark it as accepted. This helps highlight the solution for others who may be searching for similar information in the community. Your contribution not only supports fellow users in finding the right guidance more quickly, but also helps build a more resourceful and collaborative space for everyone. 

Thank you for your kindness and contributions to the forum. Wishing you a great day ahead.