Attention: This page is scheduled to be removed on June 30, 2014. Please refer to the Message Center in the Office 365 admin portal to stay informed about changes to your Office 365 service, including new features and actions you need to take to keep your service running smoothly.

This article can help you troubleshoot these Office 365 upgrade issues:

The SkyDrive and Outlook Web App URLs that I used before the upgrade now direct me to an error page

Immediately after the upgrade, here are the URLs that you can use:

  • SkyDrive, Messenger, and other Microsoft services: Sign in with your personal Microsoft account at
  • Outlook Web App: Sign in with your Office 365 user name and password at< domain>,, or a custom URL set up by your administrator.

Note that can no longer be used to access email, SkyDrive, or Messenger.

I can't sign in to Outlook Web App or Office 365 immediately after the upgrade

First, make sure you are navigating to the correct URLs and signing in with your user name and Office 365 password. Here are the URLs that you can use:    

If you see one of the following error messages, your browser may be caching your sign-in credentials:

  • "You're currently signed in with an Office 365 email account, which can't be used with Please click here to sign out of your Office 365 account, then use another Microsoft account to sign in to (for example, your,, or account)."
  • "Sorry, that didn't work. This doesn't look like a valid user ID. make sure you typed the user ID assigned to you by the organization. it usually looks like or"

Try one of the following:

  • Click Sign in with a different user ID, and then enter your Office 365 user name and password again.
  • Close all open browsers and start a new browser session.
  • Try a different web browser or computer.
  • In Internet Explorer, open an InPrivate browser session.
    • Right-click the Internet Explorer icon on your desktop or Start menu, and then click Start InPrivate Browsing.
  • Clear your browser's cache and cookies:
    1. In Internet Explorer, click the Tools icon, and then click Internet Options.
    2. On the General tab, under Browsing history, click Delete.
    3. In the Delete Browsing History dialog box, select Temporary Internet files, click Delete, and then click OK.
    4. Close and then reopen the browser.

If these don't work for you, or the problem persists for more than a few hours, contact your administrator for help.

Access to Exchange Control Panel is limited or unavailable to me or my users

Immediately after the upgrade, users may not be able to access Exchange Control Panel (ECP) and some features in ECP, such as Connected Accounts, may be unavailable to administrators. This issue should resolve automatically within a few days.

We’ve completed the upgrade, but my user didn’t complete any of the “before upgrade” tasks

You can perform the steps for them if you are a local administrator on the user's computer. Follow Set up your desktop for Office 365 or Manually update and configure desktops for Office 365 to update and configure your user’s desktop computer.

Even if the user does not complete these steps, the user can use a browser to connect to Outlook Web App to read and send email.

My users’ mobile devices don’t work with Office 365

If your users have trouble connecting to Office 365 with their mobile devices or want to set up email on their mobile devices for the first time, see Use email on your mobile phone.

A student is misusing a personal Microsoft account after the upgrade. Is there a way I can close this account?

Microsoft accounts become personal accounts after the upgrade, so as an administrator, you cannot administer or close these accounts yourself. Contact Hotmail, Messenger, and Skydrive support to report the abuse.

I am experiencing a problem related to passwords. 

For troubleshooting suggestions, see Password management.

I am experiencing a problem that is not described in this article.