signing into outlook.com

Open Outlook.com in a private browser window first; this will identify whether the failure is caused by normal-browser sign-in data, the computer’s connection, or the classic Outlook application.

1. Test Outlook.com directly

1. Open Microsoft Edge.
2. Select Settings and more (…) → New InPrivate window.
3. Open Outlook.com, select Sign in, and enter your full Outlook/Hotmail email address and Microsoft account password.^1^

Then follow the matching result:

• It works in InPrivate but not in the normal browser:
  In the normal browser, open Settings → Privacy and security → Cookies and site data. Remove site data containing Microsoft, Live, or Outlook, close every browser window, reopen Edge, and try again.^2^
• The page still times out or says it cannot be reached:
  Check Microsoft’s service status. If the status is not green, wait until service is restored.^3^
• The service is operating normally:
  Temporarily disconnect any VPN or proxy, then test using another connection such as a phone’s mobile hotspot. If the hotspot works, the original Wi-Fi, router, DNS, firewall, or web-protection software is blocking the connection. If testing third-party antivirus web protection, disable it only briefly and re-enable it immediately afterward.^4^

2. If Outlook.com works but the desktop Outlook application does not

This means access to the account and website is working, so troubleshoot classic Outlook separately.

1. Close Outlook.
2. Press Windows key + R.
3. Enter:

      outlook.exe /safe
   

4. Select OK and try signing in.

Safe mode starts classic Outlook without add-ins. If sign-in works there, go to File → Options → Add-ins → Manage: COM Add-ins → Go, clear the add-in checkboxes, and restart Outlook normally. Disable add-ins rather than removing them.^5^

If safe mode does not help:

• Open the Windows Get Help app and run an applicable classic Outlook startup or profile setup troubleshooter. These troubleshooters do not apply to new Outlook.^6^
• If this is Microsoft 365 or Office sign-in, run the Microsoft Support and Recovery Assistant’s Office sign-in diagnostic. Microsoft documents it for common Office sign-in problems.^7^

3. If the page loads but rejects the account

Use the Microsoft account sign-in helper. Outlook.com support cannot directly restore access when an account cannot sign in; Microsoft directs users to that helper instead.^8^

When reporting the result, specify whether the failure occurs in Edge at Outlook.com or in the Outlook desktop application, and provide the exact error text or a screenshot with the email address hidden.

References

1. How to sign in to Outlook.com | Microsoft Support
2. How to Fix Outlook Sign In Issue - Microsoft Q&A
3. How to sign in to Hotmail | Microsoft Support
4. Unable to sign in to Outlook due to "CONNECTFAILED undefined" error - Microsoft Q&A
5. [Classic Outlook](https://support.microsoft.com/outlook/getstarted/outlook-for-windows-not-responding-hangs-freezes-or-stops-working)
6. Resolve Outlook for Windows issues with automated troubleshooting tools | Microsoft Support
7. How to troubleshoot non-browser apps that can't sign in to Microsoft 365, Azure, or Intune | Microsoft Support
8. How to get support for Outlook.com | Microsoft Support