Troubleshooting Office 365 Login Issue: “No Tenant Identifying Information”

Problem

Users attempting to log in to the Office 365 portal may encounter an error message stating: “No tenant identifying information”.

Cause

This issue typically occurs for one of the following reasons.

Incorrect Website: User is logging into the wrong website. The Microsoft 365 portal can be accessed at: https://portal.office.com.

Need to Clear Browser Cache: The browser being used has cached incorrect or outdated login information.

Apple Keychain Issue: Apple Keychain retains incomplete sign in information on MacOS.

Browser compatibility: Browsers vary in compatibility with websites.

Solution

Incorrect Website:

Users must log in at the valid Microsoft URLs of either https://portal.office.com or https://www.office.com/login (the former redirects to the latter). Double check that this is the URL you are visiting when you log in. If you have entered your credentials on another site, we strongly recommend that you visit the NetID web site and change your password (https://netid.colostate.edu/password.aspx) before continuing.

Browser related Issues:

Method 1: Restart the Web Browser

The most common solution to this problem is to restart the web browser. Here are the steps:

Close all open tabs in the web browser.
Completely close the web browser.
Reopen the web browser.
Try to log in to the Office 365 portal again.

Method 2: Clear Browser Cache

If restarting the web browser does not resolve the issue, try clearing the browser’s cache. Here are the steps for some common web browsers:

Google Chrome

Click on the three dots in the top right corner.
Click Clear browsing data.

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Select All time as the Time range.
Click to check the boxes for Browsing history, Cookies and other site data, and Cached images and files.
Click Clear Data

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Mozilla Firefox

Click on the hamburger menu in the top right corner.
Click Settings.
Click Privacy and Security.
Under Cookies and Site Data, click Clear Data.
Select Cookies and Site Data and Cached Web Content then click Clear.

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Microsoft Edge

Click on the three dots in the top right corner and then select Settings.
From the settings window, select Privacy, search, and services.

Scroll to the section labeled Clear browsing data, click Choose what to clear.

Select All time from the Time range drop down.

Click to check the boxes for Browsing history, Cookies and other site data, Cached images and files, and Site Permissions.

Click Clear Now.

Safari

Click on Safari in the menu bar at the top of the screen and select Preferences.
In the Preferences window, click on the Advanced tab.
Check the box beside Show Develop Menu in Menu Bar. This will add a new Develop tab in the menu at the top of your screen.
Close the Preferences window.
Click on the Develop tab, then select Empty Caches from the dropdown menu.
After clearing the cache, log in to the Office 365 portal.

Method 3: Apple Keychain Issue

In some instances, the apple keychain will store a user’s login information incorrectly. This entry will need to be removed.

On your Mac, choose Apple menu > System Settings, then click Passwords in the sidebar. (You may need to scroll down.)
Click the Info button for the office.com website.
Click Edit.
Click Delete Password or Delete Passkey.
Click Delete Password or Delete Passkey (again).
Close and force quit Safari
Open a new instance of Safari and log into the Office portal.

Method 4: Browser Incompatibility

If the issue persists after trying all the previous steps, it might be helpful to try using a different web browser. Web browsers interpret and display website data differently, and sometimes, a website might not function properly on one browser but work perfectly fine on another.

To do this, simply download and install a different web browser (like Google Chrome, Mozilla Firefox, Safari, or Microsoft Edge) if you don’t have one already. Then, open the same webpage on the new browser and see if the issue is resolved.

This step can help identify if the problem is specific to the browser you were initially using or if it’s a more general issue. Remember, the goal is to get you back up and running as quickly as possible!

Alternative Solutions

If the issue persists after trying the above solutions, consider the following alternatives:

Update the web browser: Ensure that the web browser is up to date. An outdated web browser may cause compatibility issues with the Office 365 portal.
Contact IT support: If the issue persists, contact your IT support team for further assistance.

Conclusion

This document provides solutions to the common login issue with the Office 365 portal where users receive a “No tenant identifying information” error message. The solutions include restarting the web browser, clearing the browser’s cache, trying a different web browser, updating the web browser, and contacting IT support. Always remember to save your work before attempting these solutions as some steps may close your current browser sessions. If the problem persists, please reach out to your IT support team.