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Troubleshoot sign-in problems

Having trouble signing in to Microsoft Dynamics 365 (online) or another Dynamics 365 (online) service, such as Microsoft Dynamics Marketing or Microsoft Social Engagement? Here’s what you need to know about passwords, signing in, and common error messages.


Important

If you’re an administrator, make sure to check the Service Health Dashboard for maintenance issues.

You can troubleshoot issues with signing in to Dynamics 365 using the Microsoft Support and Recovery Assistant for Office 365. For more information, see the blog New diagnostic scenario for web sign-in.


Password issues

If you’re an administrator

If you forget your administrator password, you can reset it by going to the sign-in page, and choosing Can’t access your account? at the bottom of the page.


Tip

To enable your users to be able to reset their passwords themselves, you’ll need to purchase an Azure Active Directory subscription and configure it for password self-service. More information:  Self-service password reset in Azure AD: how to enable, configure, and test self-service password reset


To reset user passwords, you use the Office 365 admin center. More information:  Reset a user's password

If you’re not an administrator

If you’re not an administrator, and you forgot your password, you’ll need to contact your administrator and ask for a password reset. Once your administrator resets your password, you’ll receive an email with instructions on how to sign in and enter a new password. More information:  Find your Dynamics 365 administrator or support person

Signing in

For admins and end users: Sign in at https://portal.office.com

For admins and end users, when you sign in to https://portal.office.com, you will go to the Office 365 Welcome page. The tiles that appear on the Welcome page depend on what licenses you have. For example, if you have licenses for Office 365 and Dynamics 365 (online), you'll see tiles for Microsoft Office apps like Word, OneDrive, and SharePoint, as well as a tile for Dynamics 365.

Click the Dynamics 365 tile to go to the Dynamics 365 Home page. See For admins and end users: Introducing the Dynamics 365 home page.

If you're a Dynamics 365 system administrator, you'll see an Admin tile. Click this tile to get to the Office 365 admin center, where you can see your service health, manage users, manage licenses, and more for all the online services associated with your account.

From there, you can get to the Dynamics 365 Administration Center. Click Admin centers > Dynamics 365.

For other ways to access Dynamics and Office 365 apps, see Access Dynamics and Office 365 apps in Dynamics 365 (online).

For admins and end users: Sign in to the Dynamics 365 home page

We have a new Dynamics 365 home page for you to use to manage and open Dynamics 365 apps. You can sign in to this page directly using your Office 365 (or Active Directory) credentials with this URL: https://home.dynamics.com

For information on the Dynamics 365 home page, see: For admins and end users: Introducing the Dynamics 365 home page.

If you’re an end user

You can sign in directly to Dynamics 365 (online), Microsoft Social Engagement, or Microsoft Dynamics Marketing. You can also sign in at https:/portal.office.com.

Sign in directly to Dynamics 365 (online)

Your Dynamics 365 administrator provides the direct Dynamics 365 (online) URL in an email invitation. This URL will be in the following format: https://<yourorganization>.crm.dynamics.com. For example, enter https://contoso.crm.dynamics.com. If you can’t find the email that contains the URL, contact your Dynamics 365 administrator. More information:  Find your Dynamics 365 administrator or support person


Note

If you’re in a region other than North America, substitute “crm” in the URL with:

  • .crm2 for South America (LATAM/SAM)

  • .crm3 for Canada (CAN)

  • .crm4 for Europe, Middle East, Africa (EMEA)

  • .crm5 for Asia Pacific (APAC)

  • .crm6 for Oceania (OCE)

  • .crm7 for Japan (JPN)

  • .crm8 for India (IND)

  • .crm9 for United States of America Government



After entering your URL, you’ll be prompted for your user name. Your user name will be in one of the following formats:

  • username@contoso.onmicrosoft.com (standard Office 365 domain)

  • username@contoso.com (custom domain)


What if I’m still using a Microsoft account to sign in to Dynamics 365 (online)?

Use the email address provided by your Dynamics 365 administrator (sent in an email invitation). Verify that you’re using the same Microsoft account email address that the email invitation was sent to. Note that you can’t sign in to Microsoft Social Engagement or Microsoft Dynamics Marketing with a Microsoft account. Troubleshoot problems with your Microsoft account user name or password.

Sign in directly to Microsoft Social Engagement

Your administrator provides the direct URL for Microsoft Social Engagement in an email invitation. This URL will be in the following format: https://listening.microsoft.com/app/<appID>/. If you can’t find the URL, contact your administrator.

After entering your URL, you’ll be prompted for your user name. Your user name will be in one of the following formats:

  • username@contoso.onmicrosoft.com (standard Office 365 domain)

  • username@contoso.com (custom domain)

Sign in directly to Microsoft Dynamics Marketing

Use the following direct URL for Microsoft Dynamics Marketing: https://<yourorganization>.marketing.dynamics.com. Please contact your administrator if you have trouble signing in.

After entering your URL, you’ll be prompted for your user name. Your user name will be in one of the following formats:

  • username@contoso.onmicrosoft.com (standard Office 365 domain)

  • username@contoso.com (custom domain)

Common error messages

I receive this license error: “The selected user or the user trying to log on has not been assigned a security role, and does not have sufficient privileges for this action”

This error must be fixed by someone that has permissions to add security roles to users in Microsoft Dynamics 365, such as your system administrator. To learn how to add security roles, see TechNet: Manage users.

When I try to sign in, Internet Explorer continues to redirect to another web page and gets into a loop until I choose the Internet Explorer window.

To avoid this error, add the URLs used for Microsoft Dynamics 365 to trusted sites in Internet Explorer:

  1. In Internet Explorer, on the Tools menu, select Internet Options.

  2. On the Security tab, in the Select a zone to view or change security settings section, click or tap Trusted sites.

  3. Click or tap Sites.

  4. In the Trusted sites dialog box, type the following URLs in the Add this website to the zone text box:

    • http://*.dynamics.com

    • http://*.live.com

    After you add each URL, click or tap the Add button.

  5. If you receive a dialog box that states Sites added to this zone must use the https:// prefix, clear the Require server verification (https:) for all sites in this zone check box.

  6. Click or tap Close, and then click or tap OK.

Why do I have to sign in again? Can I change the amount of time I'm signed in?

Microsoft Dynamics 365 keeps you signed in for 8 hours. When you've been signed in for 7 hours and 40 minutes, a message will appear warning that your session is about to expire, and you then have 20 minutes to respond. Click or tap OK, sign in again, and then click the back button on your browser to return to the area of Dynamics 365 in which you were working. You can’t change the amount of time you’re signed in.