Error "You're currently signed in with an Office 365 email account, which can't be used with Outlook.com".

Anonymous
2013-02-05T17:53:03+00:00

I cannot sign into my Outlook.com account. I get error message "You're currently signed in with an Office 365 email account, which can't be used with Outlook.com. Please clickhere to sign out of your Office 365 account, then use another Microsoft account to sign in to Outlook.com (for example, your hotmail.com, live.com, or msn.com account)".

***Post moved by the moderator to the appropriate forum topic***

Outlook | Web | Outlook.com | Account management, security, and privacy

Locked Question. This question was migrated from the Microsoft Support Community. You can vote on whether it's helpful, but you can't add comments or replies or follow the question.

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Anonymous
2013-02-05T17:56:07+00:00

Update as of April 2, 2013:

We have locked this thread since it became too long to manage. We created another thread,****Error "You're currently signed in with an Office 365 email account, which can't be used with Outlook.com" for users who are still having the same issue and willing to provide details and information that will help our investigation.

You are receiving the error: “You're currently signed in with an Office 365 email account, which can't be used with Outlook.com” because of the following reasons:

  1. Your Microsoft account was registered or still registered in Office 365.
  2. Your Microsoft account ends with .edudomain extension name and is being managed by your University domain administrator.

Please follow the instructions below to prevent receiving the error message when accessing your account.

If your Microsoft account was registered or still registered in Office 365:

  1. Make sure that you're signed out from any Microsoft services.
  2. Optimize your browser by clearing its cache and cookies. You may follow the instructions in this **link** on how to do it.
  3. Then, sign into your account through this link: http://mail.office365.com/ . You should not encounter the error message again.

If your Microsoft account ends with .edu domain extension name and is being managed by your University domain administrator:

  1. Make sure that you're signed out from any Microsoft services.
  2. Optimize your browser by clearing its cache and cookies. You may follow the instructions in this **link** on how to do it.
  3. Sign in to your account through http://www.outlook.com/[yourdomainextensionname] Example: Your email address is ******@sample.edu. You should sign in through http://www.outlook.com/sample.edu
  4. Please try to contact your University domain administrator and check for possible issues.

If the steps above did not fix the issue please provide us the following information:

  • Steps that you followed when you got the message, and your experience
  • Fiddler Trace Logs. You can refer to this link for steps on how to capture a fiddler trace logs.

Once you have these information ready you can post this response, "I'm willing to provide all the information needed to investigate this issue." Once we receive this response, we will be providing you a private message area where you can enter all the information and upload the fiddler trace logs.

To Capture a Fiddler Trace, please follow the steps below:

Please ensure that encryption is turned off while running the fiddler trace. If you don’t turn off the encryption, the fiddler traces cannot be used by our team for investigation.

  1. To install FiddlerCap, visit http://www.fiddlercap.com/dl/FiddlerCapSetup.exe (http://www.fiddlercap.com/dl/fiddlercapsetup.exe)  Save the file to your desktop.
  2. When the download is completed, double-click “FiddlerCapSetup.exe” on the desktop.
  3. Read the License Agreement, and then click I Agree.
  4. Click Install.
  5. When the installation is complete, click Close.  Note: FiddlerCap starts automatically.
  6. In the "Capture Options" section, enable "Decrypt HTTPS traffic".  Click OK to accept. If you see any security warnings about certificates, click “Yes” to allow the Fiddler certificate. If you see any messages from your firewall, click the option to allow access.
  7. Click 1. Start Capture.
  8. In the new browser window that opens, browse to www.hotmail.com or www.outlook.com . In this same window, reproduce the issue that you have encountered (for example, reopening a message that generated an error).
  9. After you reproduce the issue, return to the FiddlerCap window, and then click 2. Stop Capture.
  10. Click 3. Save Capture.
  11. On the Save as type menu at the bottom of this window, click Zip file (*.zip).
  12. Click Save to save the capture file to your desktop. When exiting the capture tool, if you see a “Root Certificate Store” popup, click “Yes” to confirm deletion of the Fiddler certificate.
  13. If you have an open ticket in Mail Customer Support, reply to the message that you received from Mail Customer Support. Attach the FiddlerCap .zip file

Additional info for capturing logs from Firefox: http://www.fiddlercap.com/fiddlercap/firefox.asp

-Microsoft Outlook.com Support Team

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  1. Anonymous
    2013-03-26T21:48:06+00:00

    I followed the below instructions, but encountered problems opening the zip file. My impacted college-issued email address is (please let me know if I am to provide my email) and I need to access my outlook email and skydrive immediately. I have no idea what the fiddler trace log is, but nothing showed up after I tried to follow the instructions.

    We are aware of this issue and need your help in investigating it. If you are seeing this issue, please provide the following information on this thread:

     

    • Impacted email address
    • Steps that you followed when you got the message, and your experience
    • Fiddler Trace Logs

    These information would help us tremendously in our endeavor to solve this problem for our users.

     

    Once you have these information ready you can post this response, "I'm willing to provide all the information needed to investigate this issue." Once we receive this response, we will be providing you a private message area where you can enter all the information and upload the fiddler trace logs.

     

    You can also reply with your email address on this thread but make sure to type it in correct format. Example: ******@sample.com. Please be informed that your email address will be automatically masked by the system. Only you and the moderators will be able to see it.

     

    To Capture a Fiddler Trace, please follow the steps below:

    Please ensure that encryption is turned off while running the fiddler trace. If you don’t turn off the encryption, the fiddler traces cannot be used by our team for investigation.

    1. To install FiddlerCap, visit http://www.fiddlercap.com/dl/FiddlerCapSetup.exe (http://www.fiddlercap.com/dl/fiddlercapsetup.exe)  Save the file to your desktop.
    2. When the download is completed, double-click “FiddlerCapSetup.exe” on the desktop.
    3. Read the License Agreement, and then click I Agree.
    4. Click Install.
    5. When the installation is complete, click Close.  Note: FiddlerCap starts automatically.
    6. In the "Capture Options" section, enable "Decrypt HTTPS traffic".  Click OK to accept. If you see any security warnings about certificates, click “Yes” to allow the Fiddler certificate. If you see any messages from your firewall, click the option to allow access.
    7. Click 1. Start Capture.
    8. In the new browser window that opens, browse to www.hotmail.com or www.outlook.com . In this same window, reproduce the issue that you have encountered (for example, reopening a message that generated an error).
    9. After you reproduce the issue, return to the FiddlerCap window, and then click 2. Stop Capture.
    10. Click 3. Save Capture.
    11. On the Save as type menu at the bottom of this window, click Zip file (*.zip).
    12. Click Save to save the capture file to your desktop. When exiting the capture tool, if you see a “Root Certificate Store” popup, click “Yes” to confirm deletion of the Fiddler certificate.
    13. If you have an open ticket in Mail Customer Support, reply to the message that you received from Mail Customer Support. Attach the FiddlerCap .zip file

    Additional info for capturing logs from Firefox: http://www.fiddlercap.com/fiddlercap/firefox.asp

    -Microsoft Outlook.com Support Team

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  2. Anonymous
    2013-03-26T22:30:02+00:00

    Using Chrome on Windows XPsp3 with an administrator user, I didn't have any problems from step 1 to 12. So I can help you if you want (i.e. it's a good idea copy instruction in a Word document and close this windows before step 2).

    But the 13 step puts me in troubles: I've not any open ticket in Mail Customer Support. What have I do? (the file is *.saz instead of *.zip, is it correct?)

    Have I to wait a private message from BeckyShmecky?

    I think that all account in trouble are like xxxxx @ yyyyy . edu or like xxxxx @ uniyyyyy . zz

    I mean: is it an accademic trouble?

    Sorry about my orrible english language.

    Vincenzo

    p.s. I'm willing to provide all the information needed to investigate this issue.

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  3. Anonymous
    2013-03-26T22:43:40+00:00

    I'm willing to provide all the information needed to investigate this issue.

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