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)".

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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
    2013-03-20T03:02:11+00:00

    Is there a phone number to call to talk to someone?!?! I need this resolved ASAP. Please help

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  2. Anonymous
    2013-03-18T09:53:22+00:00

    For the benefit of others, after solving this problem and experiencing its various traits here's what you can do in the absence of any fix from MS. And to MS please get some 3rd level guy to think over these behaviours and do something with the code, because it's never going to be fixed and you are turning users away as long as it's like this.

    1. When you want to get access to Office365 online but can't and clearing cookies doesn't appear to help. You can open a new browser "in private" mode and logon with this URL "portal.microsoftonline.com".
    2. You can do it without private mode or clearing cookies by following the instructions in the error message, clicking "here" to logout, but when prompted to logon again DO NOT click your cached entry "Login with Windows Live" under your user name. Instead click the link to logon with alternate credentials (even though it is the same account as displayed above).
    3. As long as you have an Office365 account and MS haven't fixed this avoid navigating to "live.com", always use direct live service URLs like "skydrive.live.com", "apps.live.com", etc... Of course that means you are not allowed to use Outlook.com for any alternate free email accounts you may have, unless you open them in an "in private" mode browser.
    4. Never add a vanity domain to your Office365 account for the purpose of forwarding email or send as permission, unless you accept that as long as this problem exists you will be blocking Windows Live access for any account with that domain name.
    5. Leading on from #4, if this is no "vanity" domain but a main domain needed for work, then be aware anyone in your company/family with live accounts under that domain will be blocked from Hotmail/Outlook and experience the confusing error message reported here.
    6. To free-up a domain you need to remove it from the Office365 account and wait a couple of hours. Don't forget to retarget your MX records to some other email forwarding service (my ISP GoDaddy handles all of that for a couple of dollars a month).
    7. If you decide to cancel your Office365 subscription because of this (I did) then you can move all your data off with these limitations.

       A) Office 2013 cannot move mail, calendar or contact items to Outlook.com/Hotmail, you need to find a copy of Outlook 2010 and the latest Hotmail Connector to achieve that.

       B) Strangely and to the contrary of A, Outlook 2010 cannot move tasks, you need Outlook 2013 for that. Tasks are hidden as "to-do" items in the Calendar in Outlook.com/Hotmail but they still work the same way.

       C) Folder names are limited to 30 characters in Hotmail/Outlook.com so you need to check for any long names you created in Outlook/Exchange and synced with Office365. Else it will just hang and never upload the email. An error log is written as an email in the "Sync Issues" folder of Outlook.

       D) Be 100% sure your send/receive completed successfully before assuming you successfully migrated off Office365 to Outlook.com, else your mail will be sitting in the Outlook OST (offline storage file) which could be lost forever if you delete the account or have a problem with the PC.

       E) To move between Office 365 and Outlook.com safely, create a local PST file and move the mail from Office365 there first, wait for successful sync, close Outlook then backup that file, then open Outlook to move the data from the PST to Outlook.com, checking the logs/successful send receive. Outlook.com upload is a lot slower than Office365 so this may take some time on large mailboxes, e.g. many hours/half-day per gigabyte.

       F) Don't forget to move your Calendar, Contacts and Tasks. To do this easily select the "Folder" view in Outlook then the "List" view within the section to see the individual items to copy (rather than the calendar month view for example). As mentioned before you need to use Outlook 2010 for everything except tasks, and Outlook 2013 for tasks.

       G) Double-check you got everything by scanning things like drafts, sent items, even some users are know to "file" items in "deleted items" (oh yes I've seen that more than once LOL).

    It was a big effort to move off Office365 to Outlook.com but now it is done I can freely move between, sync and access all of the new live services with my Windows 8, Surface and phone devices.

    I hope the list above helps you out because I found "gotchas" at almost every step. It's like somebody doesn't want you to use the service; these products just don't work well together even with "current" software versions. Good luck.

    @MS please do something now.

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  3. Anonymous
    2013-03-18T06:28:28+00:00

    @ Mohammed FarazMunam,

    @ Threelines3,

    @ irishgold37,

    @ Tanzeel18,

    @ Mohammad ElGamacy,

    @ NeilCM415,

    @ Alex B33,

    I'm sorry for the delayed response guys. Please check my message in the private data area that I've created for each of you.

    Best Regards,

    Lanie

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  4. Anonymous
    2013-03-18T05:32:46+00:00

    Hi FKCC_BG,

    To unsubscribe to this thread, please click the Stop emails link found on the first page of this thread.

    Thanks!

    Lanie

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