Search Support

Avoid support scams. We will never ask you to call or text a phone number or share personal information. Please report suspicious activity using the “Report Abuse” option.

Learn More

Signing in issue

more options

Friday, May 17, 2019 ( 10:48 AM )

Good morning,

For one thing; why can’t I use the email I am talking about; [email address] (it says it’s in use). How can it be in use when I haven’t used it on this website before?

Please view the short video below to what I am experiencing when I try and log into my email account.

https://www.screencast.com/t/2VyeHaFm

Thanks for any help you can give me.

Bill

Email address removed by moderator. Please do not post sensitive information in a public forum. Thanks.

Modified by Andrew

All Replies (2)

more options

Disable RoboForm. Is the problem still there?


Never post any personal information because an adware robot could find it, and start sending you all kinds of spam. This includes e-mail, phone, and home information.

Please remove that information from your post.

more options

Firstly, thanks for the detailed video explanation of the issue.

In Microsoft's email to you, they suggest pressing Ctrl + Shift + Delete on your keyboard. Since you mentioned that brings up the task manager, it sounds like you may have pressed Ctrl + Alt + Delete.

Either way, they are just trying to get you to clear the cookies and site data from Firefox. More information on doing that can be found at Clear cookies and site data in Firefox.

Doing that usually fixes issues like these. However, if the issue still continues, there are a few other things you can try.

Firstly, try loading Firefox in Safe Mode. This is a troubleshooting mode that will temporarily disable your installed extensions and some other settings. This will help ensure that it's not caused by an extension like Robo Form.

If the issue is still present in Safe Mode, I recommend double-checking that you are signing into the general Microsoft sign in page, not one that they have customized for specific services. In this case live.com in the page that you want to login to. So try clicking the link in my post to see if that works for you.

Since you provided your email address both in the post and in the video, I did enter it into my system and I was just asked for a password. I did not get the Github page. Obviously I can't login to your account because I don't have your password (nor should you provide me with your password), but it does show that the issue seems to be specific to your browser.

Hope this helps.