Login Issues · Community Portal

A Guide To Troubleshooting Login Issues

In this guide, we will take an in-depth look at troubleshooting and resolving common login problems so you can keep your business running smoothly.

Incorrect Credentials: Simple typing errors or forgotten details are common causes.
Account Lockouts: Multiple incorrect login attempts can trigger a temporary lockout.
Connectivity Troubles: Poor internet connections can prevent successful logins.
Browser or App Issues: Compatibility issues may arise from outdated browsers or apps.
Security Updates and Compliance: Sometimes, security policies or compliance requirements can affect login processes.
Server or Service Issues: Problems on Microsoft’s end, such as server outages, can also lead to login difficulties.

To combat your login issues, follow these steps:

Verify Credentials: Double-check your username and password for accuracy. Pay attention to capitalisation and special characters.
Password Reset: Use the password reset feature if you suspect the password is the issue. Follow the on-screen instructions carefully.
Account Lockout Duration: If locked out, wait for the specified duration. This period varies but is typically around 15 to 30 minutes.
Internet Connectivity Check: Test your internet connection. Restart your router or switch to a different network to see if the issue persists.
Update Your Tools: Ensure your browser or Microsoft 365 app is updated to the latest version.

If basic troubleshooting doesn’t work, consider these advanced steps:

Clearing Cache and Cookies: Over time, your browser’s cache and cookies can accumulate and cause issues. Clearing them might resolve login problems.
Alternate Browsers or Incognito Mode: Some browser extensions interfere with login processes. Try a different browser or open an incognito window.
Service Status Check: Visit Microsoft’s Service Health page to check for any reported issues with Microsoft 365 services.
Administrative Assistance: In larger organisations, contact your IT department for help. They can check account status, permissions, and other backend settings.
Microsoft Support Contact: If you’ve exhausted other options, reach out to Microsoft Support for professional assistance.

To reduce future login issues, we recommend the following:

Regular Password Updates: Encourage your team to change their passwords periodically, ensuring they are strong and unique.
Implement Two-Factor Authentication: 2FA greatly enhances account security and can prevent unauthorised access.
Ongoing Cybersecurity Education: Regularly update your team on best practices for managing their accounts and recognising common cyber threats.
Software Updates: Keep all devices updated. This includes not only browsers and Microsoft 365 apps but also operating systems.
Regular System Audits: Conduct audits to ensure compliance with security policies and that all software is up to date.
Use of Managed IT Services: Consider using managed IT services for proactive monitoring and management of your Microsoft 365 environment.

If you’re still scratching your head, we have a few scenarios for you to consider:

Mobile Access Issues: For problems specific to mobile devices, ensure the Microsoft 365 app is updated and the device’s OS is compatible with the app version.
Multi-factor Authentication Challenges: If you’re facing issues with 2FA, verify that your secondary authentication method (phone number, authentication app) is up to date.
Global Administrator Role: In cases where an entire team cannot access Microsoft 365, a user with Global Administrator rights may need to investigate potential service-wide issues.