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Cant sign into outlook/hotmail, blank screen only, please help

  • 21 replies
  • 2 have this problem
  • 132 views
  • Last reply by cakky

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I can get to the first page where the sign in button is, but after I click that, all I get is a blank screen. I have already deleted all history including cache and cookies but still not working. Please advice

All Replies (20)

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Hi please check that your Ad-Blocker is not stopping the page please : Try Firefox Safe Mode to see if the problem goes away. Firefox Safe Mode is a troubleshooting mode that temporarily turns off hardware acceleration, resets some settings, and disables add-ons (extensions and themes).

If Firefox is open, you can restart in Firefox Safe Mode from the Help menu:

  • Click the menu button New Fx Menu , click Help Help-29 and select Restart with Add-ons Disabled.

If Firefox is not running, you can start Firefox in Safe Mode as follows:

  • On Windows: Hold the Shift key when you open the Firefox desktop or Start menu shortcut.
  • On Mac: Hold the option key while starting Firefox.
  • On Linux: Quit Firefox, go to your Terminal and run firefox -safe-mode
    (you may need to specify the Firefox installation path e.g. /usr/lib/firefox)

When the Firefox Safe Mode window appears, select "Start in Safe Mode".

SafeMode-Fx35

If the issue is not present in Firefox Safe Mode, your problem is probably caused by an extension, theme, or hardware acceleration. Please follow the steps in the Troubleshoot extensions, themes and hardware acceleration issues to solve common Firefox problems article to find the cause.

To exit Firefox Safe Mode, just close Firefox and wait a few seconds before opening Firefox for normal use again.

When you figure out what's causing your issues, please let us know. It might help others with the same problem.

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Still not workng :(

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If you use extensions ("3-bar" menu button or Tools -> Add-ons -> Extensions) that can block (wanted) content (Adblock Plus, NoScript, Disconnect, Ghostery, Privacy Badger, uBlock Origin) always make sure such extensions do not block (wanted) content.

  • make sure your extensions and filters are updated to the latest version

Firefox shows the shield icon at the left end of the location/address bar in case content is blocked by Tracking Protection.

  • click the shield icon for more detail and possibly disable the protection
  • check the Web Console for more detail about what content is blocked by Tracking Protection
  • "3-bar" menu button or Tools -> Web Developer

You can remove all data stored in Firefox from a specific domain via "Forget About This Site" in the right-click context menu of an history entry ("History -> Show All History" or "View -> Sidebar -> History").

Using "Forget About This Site" will remove all data stored in Firefox from this domain like history and cookies and passwords and exceptions and cache, so be cautious. If you have a password or other data from that domain that you do not want to lose then make sure to backup this data or make a note.

You can't recover from this 'forget' unless you have a backup of involved files.

If you revisit a 'forgotten' website then data from that website will be saved once again.

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Does this link work? https://outlook.live.com/owa/

Or this one: https://outlook.live.com/mail/inbox

Also, please make sure the redirect block is turned off:

(1) In a new tab, type or paste about:config in the address bar and press Enter/Return. Click the button accepting the risk.

(2) In the search box above the list, type or paste access and pause while the list is filtered

(3) If the accessibility.blockautorefresh preference is bolded and "modified" or "user set" to true, double-click it to restore the default value of false

Modified by jscher2000

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jscher2000 said

Does this link work? https://outlook.live.com/owa/ Or this one: https://outlook.live.com/mail/inbox Also, please make sure the redirect block is turned off: (1) In a new tab, type or paste about:config in the address bar and press Enter/Return. Click the button accepting the risk. (2) In the search box above the list, type or paste access and pause while the list is filtered (3) If the accessibility.blockautorefresh preference is bolded and "modified" or "user set" to true, double-click it to restore the default value of false

Neither of the links work and the accessibility.blockautorefresh is not in bold, unmodified and the value is set to false

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Hmm, do you allow "third party" cookies? This article describes the cookie settings for maximum compatibility: Websites say cookies are blocked - Unblock them.

Does it make any difference if you try a private window? You can launch a private window using the menu or Ctrl+Shift+n.

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jscher2000 said

Hmm, do you allow "third party" cookies? This article describes the cookie settings for maximum compatibility: Websites say cookies are blocked - Unblock them. Does it make any difference if you try a private window? You can launch a private window using the menu or Ctrl+Shift+n.

Yes third party cookies are set to always and the private window didnt work either :(

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You can remove all data stored in Firefox from a specific domain via "Forget About This Site" in the right-click context menu of an history entry ("History -> Show All History" or "View -> Sidebar -> History").

Using "Forget About This Site" will remove all data stored in Firefox from this domain like history and cookies and passwords and exceptions and cache, so be cautious. If you have a password or other data from that domain that you do not want to lose then make sure to backup this data or make a note.

You can't recover from this 'forget' unless you have a backup of involved files.

If you revisit a 'forgotten' website then data from that website will be saved once again.

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The Sign in button runs a script that takes you to this page (but there is a lot more to the URL):

https://login.live.com/login.srf

Are you able to load that page directly?

Have you noticed any other problems with scripts not working?

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jscher2000 said

The Sign in button runs a script that takes you to this page (but there is a lot more to the URL): https://login.live.com/login.srf Are you able to load that page directly? Have you noticed any other problems with scripts not working?

No thats the page which goes blank. All other websites seem to function ok

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If you temporarily disable style rules for the login page, will the login form display? To do that:

  • tap the Alt key to activate the menu bar
  • View > Page Style > No Style

When I do that, the result is the attached. Note that you need to click "Next" after entering your Hotmail address, then enter your password.

After logging in, you can return to the View menu and re-enable style rules:

  • tap the Alt key to activate the menu bar
  • View > Page Style > Basic Page Style

Modified by jscher2000

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jscher2000 said

If you temporarily disable style rules for the login page, will the login form display? To do that:
  • tap the Alt key to activate the menu bar
  • View > Page Style > No Style
When I do that, the result is the attached. Note that you need to click "Next" after entering your Hotmail address, then enter your password. After logging in, you can return to the View menu and re-enable style rules:
  • tap the Alt key to activate the menu bar
  • View > Page Style > Basic Page Style

Tappig the alt key doesnt seem to bring up anything here. I've tried hotmail on explorer and chome aswell but its the same problem there

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cakky said

Tappig the alt key doesnt seem to bring up anything here.

Tapping the Alt key should activate the classic menu bar (File, Edit, View...). I think you mean that changing the Page Style didn't make any difference. However, if you weren't able to use the menu, you could set the Menu Bar visible for a few minutes. You can use one of these methods to show the toolbar list and select the bar there:

  • right-click (on Mac Ctrl+click) a blank spot on the tab bar (or the "+" button)
  • (menu bar) View > Toolbars
    On Windows, tap the Alt key to activate the menu bar temporarily.
  • in Customize mode > Toolbars button (see: Customize Firefox controls, buttons and toolbars)

To turn on the Menu Bar, Bookmarks Toolbar, or other bars, click it on the list.

I've tried hotmail on explorer and chome aswell but its the same problem there

Hmm, that's suspicious. It's hard to think of any reason that all of your browsers would get a blank page for that site unless there was something at the system level blocking it. Do you use any security software that filters all of your web browsing? Have you scanned for malware recently? (Troubleshoot Firefox issues caused by malware)

If you press Ctrl+u to call up the source view of the page, is there HTML code there or is it blank? I get about two screens worth of tightly packed code. The body section at the end is very short; everything is generated by scripts.

<body class="cb" data-bind="defineGlobals: ServerData, bodyCssClass"></body>

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jscher2000 said

cakky said
Tappig the alt key doesnt seem to bring up anything here.

Tapping the Alt key should activate the classic menu bar (File, Edit, View...). I think you mean that changing the Page Style didn't make any difference. However, if you weren't able to use the menu, you could set the Menu Bar visible for a few minutes. You can use one of these methods to show the toolbar list and select the bar there:

  • right-click (on Mac Ctrl+click) a blank spot on the tab bar (or the "+" button)
  • (menu bar) View > Toolbars
    On Windows, tap the Alt key to activate the menu bar temporarily.
  • in Customize mode > Toolbars button (see: Customize Firefox controls, buttons and toolbars)

To turn on the Menu Bar, Bookmarks Toolbar, or other bars, click it on the list.

I've tried hotmail on explorer and chome aswell but its the same problem there

Hmm, that's suspicious. It's hard to think of any reason that all of your browsers would get a blank page for that site unless there was something at the system level blocking it. Do you use any security software that filters all of your web browsing? Have you scanned for malware recently? (Troubleshoot Firefox issues caused by malware)

If you press Ctrl+u to call up the source view of the page, is there HTML code there or is it blank? I get about two screens worth of tightly packed code. The body section at the end is very short; everything is generated by scripts.

<body class="cb" data-bind="defineGlobals: ServerData, bodyCssClass"></body>

I've done a malware scan and theres nothing suspicious apparently. I did ctrl + U on the blank sign in page and got this:

<meta http-equiv="Content-Type" content="text/html; charset=utf-8"><meta http-equiv="X-UA-Compatible" content="IE=Edge"><base href="https://login.live.com/pp1600/"><script type="text/javascript">var PROOF = {};PROOF.Type = {SQSA: 6, CSS: 5, DeviceId: 4, Email: 1, AltEmail: 2, SMS: 3, HIP: 8, Birthday: 9, TOTPAuthenticator: 10, RecoveryCode: 11, StrongTicket: 13, TOTPAuthenticatorV2: 14, UniversalSecondFactor: 15, Voice: -3};</script><title>Sign in to your Microsoft account</title><meta name="robots" content="none"><meta name="PageID" content="i5030"><meta name="SiteID" content="292841"><meta name="ReqLC" content="2057"><meta name="LocLC" content="2057"><meta name="viewport" content="width=device-width, initial-scale=1.0, maximum-scale=1.0, minimum-scale=1.0, user-scalable=no"><link rel="shortcut icon" href="https://auth.gfx.ms/16.000.27807.2/images/favicon.ico"><link rel="stylesheet" title="Converged_v2" type="text/css" href="https://auth.gfx.ms/16.000.27807.2/Converged_v22057.css"><style type="text/css">body.cb input.hip{border-width: 2px !important;}</style><style type="text/css">body{display:none;}</style><script type="text/javascript">if (top != self){try{top.location.replace(self.location.href);}catch (e){}}else{document.write(unescape('%3C%73') + 'tyle type="text/css">body{display:block !important;}</style>');}</script><script type="text/javascript">!function(e,r){for(var t in r)e[t]=r[t]}(this,function(e){function r(n){if(t[n])return t[n].exports;var i=t[n]={exports:{},id:n,loaded:!1};return e[n].call(i.exports,i,i.exports,r),i.loaded=!0,i.exports}var t={};return r.m=e,r.c=t,r.p="",r(0)}([function(e,r){var t=window,n=t.navigator;t.g_iSRSFailed=0,t.g_sSRSSuccess="",r.SRSRetry=function(e,r,i,s,a){var o=1,c=unescape("%3Cscript type='text/javascript'");a&&(c+=" crossorigin='anonymous' integrity='"+a+"'"),c+=" src='";var u=unescape("'%3E%3C/script%3E"),S=r;if(n&&n.userAgent&&s&&s!==r){var d=n.userAgent.toLowerCase(),p=d.indexOf("edge")>=0;if(!p){var f=d.match(/chrome\/([0-9]+)\./),g=f&&2===f.length&&!isNaN(f[1])&&parseInt(f[1])>54;g&&(S=s)}}t.g_sSRSSuccess.indexOf(e)===-1&&("undefined"==typeof t[e]?(t.g_iSRSFailed=1,i<=o&&document.write(c+S+u)):t.g_sSRSSuccess+=e+"|"+i+",")}}]));var g_dtFirstByte=new Date();var g_objPageMode = null;</script><link rel="image_src" href="https://auth.gfx.ms/16.000.27807.2/images/Windows_Live_v_thumb.jpg"><script type="text/javascript">var ServerData = {Bh:true,Bs:false,aG:'',aH:'',aL:'',By:1,Bz:1,aM:'https://login.live.com/gls.srf?urlID=MSNPrivacyStatement&mkt=EN-GB&vv=1600',aO:'https://login.live.com/GetCredentialType.srf?wa=wsignin1.0&rpsnv=13&ct=1529099731&rver=6.7.6640.0&wp=MBI_SSL&wreply=https%3a%2f%2foutlook.live.com%2fowa%2f%3fnlp%3d1%26RpsCsrfState%3d74826a42-f203-2163-9169-f029da13e32b&id=292841&CBCXT=out&lw=1&fl=dob%2cflname%2cwld&cobrandid=90015&vv=1600&mkt=EN-GB&lc=2057',aR:'https://login.live.com/GetSessionState.srf?wa=wsignin1.0&rpsnv=13&ct=1529099731&rver=6.7.6640.0&wp=MBI_SSL&wreply=https%3a%2f%2foutlook.live.com%2fowa%2f%3fnlp%3d1%26RpsCsrfState%3d74826a42-f203-2163-9169-f029da13e32b&id=292841&CBCXT=out&lw=1&fl=dob%2cflname%2cwld&cobrandid=90015&vv=1600&mkt=EN-GB&lc=2057',urlLogin:'https://login.live.com/login.srf?wa=wsignin1.0&rpsnv=13&ct=1529099731&rver=6.7.6640.0&wp=MBI_SSL&wreply=https%3a%2f%2foutlook.live.com%2fowa%2f%3fnlp%3d1%26RpsCsrfState%3d74826a42-f203-2163-9169-f029da13e32b&id=292841&CBCXT=out&lw=1&fl=dob%2cflname%2cwld&cobrandid=90015&contextid=44458DA83256335C&bk=1529099732&mkt=EN-GB&lc=2057',b3:'https://go.microsoft.com/fwlink/?LinkID=254486',aU:2,aW:false,hpgid:33,b6:'',aX:true,aZ:false,urlFed:'',ab:3,bA:'##li16####B##Hotmail##/B####BR##The smart way to do email - fast, easy and reliable##li8####B##Messenger##/B####BR##Stay in touch with the most important people in your life##li10####B##SkyDrive##/B####BR##Free, password-protected online storage',bB:'',ad:'',ae:'',af:'',ag:'16.0.27807.2',ah:'',sPOST_NewUser:'',ai:'',aj:'',bJ:'',bK:"#~#partnerdomain#~# doesn\'t use this service. Please sign in with a Microsoft account or create a new account. <a href=\"#~#WLPaneHelpInviteBlockedURL_LS#~#\" id=\"idPaneHelpInviteBlockedLink9\">Learn More</a>",al:'https://account.live.com/query.aspx?uaid=221c37a166fb477cbfc33b0e0a89b4f4&mkt=EN-GB&lc=2057&id=292841',an:'https://login.live.com/gls.srf?urlID=WinLiveTermsOfUse&mkt=EN-GB&vv=1600',bN:"A single-use code lets you sign in without entering your password. This helps protect your account when you\'re using someone else\'s PC. <a href=\"http://explore.live.com/windows-live-sign-in-single-use-code-faq\" id=\"idPaneHelpOTCInfoLink9\" target=\"_blank\">Learn more</a>",ao:'',bO:"Your session has timed out. To request a single use code, please <a href=\"javascript:NewOTCRequest()\">refresh the page</a>.",aq:'',bQ:"Sign in",ar:'',urlPost:'https://login.live.com/ppsecure/post.srf?wa=wsignin1.0&rpsnv=13&ct=1529099731&rver=6.7.6640.0&wp=MBI_SSL&wreply=https%3a%2f%2foutlook.live.com%2fowa%2f%3fnlp%3d1%26RpsCsrfState%3d74826a42-f203-2163-9169-f029da13e32b&id=292841&CBCXT=out&lw=1&fl=dob%2cflname%2cwld&cobrandid=90015&contextid=44458DA83256335C&bk=1529099732&uaid=221c37a166fb477cbfc33b0e0a89b4f4&pid=0',av:0,bV:'https://sc.imp.live.com/content/dam/imp/surfaces/mail_signin/v3/account/EN-GB.html?id=292841&mkt=EN-GB&cbcxt=out',aw:true,bW:'',bX:'',ay:true,bY:'',bZ:'',A:10000,fWebNgcFS:false,B:1,D:{},sFedQS:'wa=wsignin1.0&wtrealm=uri:WindowsLiveID&wctx=wa%3Dwsignin1.0%26rpsnv%3D13%26ct%3D1529099731%26rver%3D6.7.6640.0%26wp%3DMBI_SSL%26wreply%3Dhttps%253a%252f%252foutlook.live.com%252fowa%252f%253fnlp%253d1%2526RpsCsrfState%253d74826a42-f203-2163-9169-f029da13e32b%26id%3D292841%26CBCXT%3Dout%26lw%3D1%26fl%3Ddob%252cflname%252cwld%26cobrandid%3D90015%26contextid%3D44458DA83256335C%26bk%3D1529099732',F:'https://signup.live.com/signup?wa=wsignin1.0&rpsnv=13&ct=1529099731&rver=6.7.6640.0&wp=MBI_SSL&wreply=https%3a%2f%2foutlook.live.com%2fowa%2f%3fnlp%3d1%26RpsCsrfState%3d74826a42-f203-2163-9169-f029da13e32b&id=292841&CBCXT=out&lw=1&fl=dob%2cflname%2cwld&cobrandid=90015&contextid=44458DA83256335C&bk=1529099732&uiflavor=web&uaid=221c37a166fb477cbfc33b0e0a89b4f4&mkt=EN-GB&lc=2057',G:false,bb:'sign up',bc:'',I:'',J:'https://account.live.com/ResetPassword.aspx?wreply=https://login.live.com/login.srf%3fwa%3dwsignin1.0%26rpsnv%3d13%26ct%3d1529099731%26rver%3d6.7.6640.0%26wp%3dMBI_SSL%26wreply%3dhttps%253a%252f%252foutlook.live.com%252fowa%252f%253fnlp%253d1%2526RpsCsrfState%253d74826a42-f203-2163-9169-f029da13e32b%26id%3d292841%26CBCXT%3dout%26lw%3d1%26fl%3ddob%252cflname%252cwld%26cobrandid%3d90015%26contextid%3d44458DA83256335C%26bk%3d1529099732&id=292841&uiflavor=web&cobrandid=1080300434104&uaid=221c37a166fb477cbfc33b0e0a89b4f4&mkt=EN-GB&lc=2057&bk=1529099732',A0:true,K:true,A1:true,M:1,bg:'PPFT',A3:0,N:'wa=wsignin1.0&rpsnv=13&ct=1529099731&rver=6.7.6640.0&wp=MBI_SSL&wreply=https%3a%2f%2foutlook.live.com%2fowa%2f%3fnlp%3d1%26RpsCsrfState%3d74826a42-f203-2163-9169-f029da13e32b&id=292841&CBCXT=out&lw=1&fl=dob%2cflname%2cwld&cobrandid=90015&contextid=44458DA83256335C&bk=1529099732',O:'221c37a166fb477cbfc33b0e0a89b4f4',bi:'',P:false,bj:'PassportR',A7:5,str:[],bk:"&copy;2018 Microsoft",A8:0,bl:'',S:'AF~Afghanistan~93!!!AL~Albania~355!!!DZ~Algeria~213!!!AD~Andorra~376!!!AO~Angola~244!!!AQ~Antarctica~672!!!AG~Antigua and Barbuda~1!!!AR~ </p></script>

Modified by Chris Ilias

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I'm not aware of any security software that filters all of my web browsing

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Hi cakky, I think your paste was too long, so it cut off half way through. However, the fact that anything appears there at all indicates that Firefox is able to retrieve a page from the server. The question is why nothing appears in the tab.

Can you think of any reason that content from the following server might be blocked? Can you open these links directly:

The first is more or less readable, the second is a wall of script code. What do you see?

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This on both

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Hi cakky, this is an unusual message. I think it means the server wants some kind of proof of identity from the browser, but that doesn't really make sense.

There was a thread on this error message in Turkish, which I don't read, but when I translate it, ESET was involved in the problem. Do you run any ESET security software (e.g., Nod32)?

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Yes i do run ESET NOD32

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Could you test with the ESET SSL filtering feature disabled temporarily to see whether that makes any difference?

https://support.eset.com/kb3126/

If that helps, you can check with ESET support on what there is a problem with auth.gfx.ms or if there is no other solution, use "Interactive Mode" to create an exception:

https://support.eset.com/kb6004/

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