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Outlook.com Login Problem

NewDimension
NewDimension
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For a few months now I've noticed a problem with outlook.com that only occurs on FireFox. I have two factor authentication enabled on my Outlook.com.

Logging-in to Outlook.com always requires 3 attempts

Step 1: Load outlook.com and fill-in my credentials. Outlook 2-factor app is triggered on my phone and I click allow. The page says that account and password combinations are wrong.

Step 2: Re-type my credentials this time 2-factor isn't triggered but the page reloads and says the credentials are incorrect.

Step 3: Re-type my credentials, 2 factor is triggered and log-in is successful.

I've been through this enough times to guarantee that I'm not misspelling my credentials. This has been going on for months and it's always this 3 step process.

Firefox: 47.0.1 and earlier, Window 10

For a few months now I've noticed a problem with outlook.com that only occurs on FireFox. I have two factor authentication enabled on my Outlook.com. Logging-in to Outlook.com always requires 3 attempts Step 1: Load outlook.com and fill-in my credentials. Outlook 2-factor app is triggered on my phone and I click allow. The page says that account and password combinations are wrong. Step 2: Re-type my credentials this time 2-factor isn't triggered but the page reloads and says the credentials are incorrect. Step 3: Re-type my credentials, 2 factor is triggered and log-in is successful. I've been through this enough times to guarantee that I'm not misspelling my credentials. This has been going on for months and it's always this 3 step process. Firefox: 47.0.1 and earlier, Window 10

Modified by NewDimension

Chosen solution

If clearing cookies didn't help then it is possible that the cookies.sqlite file in the profile folder that stores the cookies got corrupted.

  • Rename/remove cookies.sqlite (cookies.sqlite.old) and if present delete cookies.sqlite-shm and cookies.sqlite-wal in the Firefox profile folder in case cookies.sqlite got corrupted.

You can use this button to go to the current Firefox profile folder:

See also:

Start Firefox in Safe Mode to check if one of the extensions ("3-bar" menu button or Tools -> Add-ons -> Extensions) or if hardware acceleration is causing the problem.

  • Switch to the DEFAULT theme: "3-bar" menu button or Tools -> Add-ons -> Appearance
  • Do NOT click the "Refresh Firefox" button on the Safe Mode start window
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All Replies (3)

jscher2000 - Support Volunteer
jscher2000 - Support Volunteer
  • Top 25 Contributor
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Hmm, this is very odd. I assume you do not have any logins saved for live.com. You can check for any saved logins here:

"3-bar" menu button (or Tools menu) > Options

In the left column, click Security. Then on the right side, find the "Saved Logins" button. If you have anything for live.com, please remove it in case that is interfering.

When you have a problem with one particular site, a good "first thing to try" is clearing your Firefox cache and deleting your saved cookies for the site.

(1) Clear Firefox's Cache

See: How to clear the Firefox cache

If you have a large hard drive, this might take a few minutes. If you do not see the number going down on the page, you can reload it using Ctrl+r to check progress.

(2) Remove the site's cookies (save any pending work first). While viewing a page on the site, try either:

  • right-click (on Mac Ctrl+click) a blank area of the page and choose View Page Info > Security > "View Cookies"
  • (menu bar) Tools > Page Info > Security > "View Cookies"
  • click the padlock or "i" icon in the address bar, then the ">" button, then More Information, and finally the "View Cookies" button

In the dialog that opens, the current site should be pre-filled in the search box at the top of the dialog (probably live.com) so you can remove that site's cookies individually.

Then try reloading the page. Does that help streamline the process?

cor-el
cor-el
  • Moderator
  • Top 10 Contributor
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Chosen Solution

If clearing cookies didn't help then it is possible that the cookies.sqlite file in the profile folder that stores the cookies got corrupted.

  • Rename/remove cookies.sqlite (cookies.sqlite.old) and if present delete cookies.sqlite-shm and cookies.sqlite-wal in the Firefox profile folder in case cookies.sqlite got corrupted.

You can use this button to go to the current Firefox profile folder:

See also:

Start Firefox in Safe Mode to check if one of the extensions ("3-bar" menu button or Tools -> Add-ons -> Extensions) or if hardware acceleration is causing the problem.

  • Switch to the DEFAULT theme: "3-bar" menu button or Tools -> Add-ons -> Appearance
  • Do NOT click the "Refresh Firefox" button on the Safe Mode start window
NewDimension
NewDimension Question owner
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It turned out the issue was from the extension HTTPS Everywhere. When I disabled it on live.com I stop encountering the problem.

Thank you!