"Sorry, but we're having trouble signing you in" when a user signs in to Office 365, Azure, or Intune

Note

Office 365 ProPlus is being renamed to Microsoft 365 Apps for enterprise. For more information about this change, read this blog post.

Problem

When a user tries to sign in to a Microsoft cloud service such as Office 365, Microsoft Azure, or Microsoft Intune from a sign-in webpage whose URL starts with "https://login.microsoftonline.com/login.srf," the user receives a sign-in error message and can't sign in.

The following is an example of an error message that the user may receive:

Sorry, but we're having trouble signing you in.

Please try again in a few minutes. If this doesn't work, you might want to contact your admin and report the following error:
<error code>

Solution

To troubleshoot this issue, identify the error code, and then contact technical support. To identify the error code, follow these steps:

  1. View the source code of the "login.microsoftonline.com" webpage that shows the error message.

    For example, in Internet Explorer, press the ALT key to display the menu bar (if it isn't already displayed), and then click Source on the View menu.

    screen shot of view table in Internet Explorer menu bar, Source option highlighted

  2. Search the source code for the HR=string, and then note the numeric code that follows the HR=string.

    screen shot of source code page and Search the source code for the HR= string

List of known error codes

The following table lists known error codes for the "Sorry, but we're having trouble signing you in" error message. The table also contains information about how to troubleshoot the issue.

Error code More information Resource
8004786C This issue may occur in scenarios where you pilot Active Directory user accounts as Office 365 single sign-on (SSO)-enabled user IDs, and then the user account is piloted incorrectly. 2392130  Troubleshoot user name issues that occur for federated users when they sign in to Office 365, Azure, or Intune 
80041034 This issue may occur when the UPN has been changed from its original value.
80041317 or 80043431 This issue may occur if the configuration settings of the Office 365 federated domain for the on-premises Active Directory Federation Services (AD FS) 2.0 service and for the Azure AD authentication system are mismatched. 2647020 "80041317" or "80043431" error when federated users sign in to Office 365, Azure, or Intune
80048163 This issue occurs if unsupported characters are used in the user's sign-in name.
8004789A 2635357  "Sorry, but we're having trouble signing you in" and "8004789A" error when a federated user tries to sign in to Office 365, Azure, or Intune

More information

This issue occurs if user authentication is interrupted after a Azure Active Directory (Azure AD) authentication system error state is detected.

Still need help? Go to Microsoft Community or the Azure Active Directory Forums website.