Can't log into the Office 365 portal on Mac, can on Windows

[Rawns]

Disclaimer - I have next to zero apple experience so a little blind on this one!

 

So we have a very strange issue. We have a Mac user with a Office 365 account who cannot log into https://portal.office365.com using their O365 details in either Chrome or Safari. Every attempt results in the standard invalid username/password response from Microsoft. We've tried on three different Macs (two in the school, one personal here in our Support office) and every time it's the same error using this account. However using the EXACT same details in Chrome/IE/FireFox on Windows devices, we log straight it - no errors. We have a 365 Admin account which will log us in both on Mac/Windows devices.

 

I've done some 'Google' searches and a couple of different results seem to point to looking in the Keychain store for any stored credentials or certificates. I've trawled through every entry in Keychain and there is nothing referencing it users 365 login details or the Office 365 portal.

 

Any suggestions?

[Norphy]

This might sound a bit daft but does the user have any special characters in their password? The position of the keys on the keyboard on a Mac don't necessarily correspond to where they are on a Windows machine. This is made worse if you're using a "normal" keyboard on a Mac. It's not something as simple as them putting in the wrong password is it?

[bknaggs]

Have they typed out their password in TextEdit or something similar (not so anyone else can see) to make sure any special characters are displaying correctly. Mac keyboards are laid out slightly differently to how they are under Windows so they might be expecting a particular character to appear and something else is instead.

[bknaggs]

This might sound a bit daft but does the user have any special characters in their password? The position of the keys on the keyboard on a Mac don't necessarily correspond to where they are on a Windows machine. This is made worse if you're using a "normal" keyboard on a Mac. It's not something as simple as them putting in the wrong password is it?

 

Have they typed out their password in TextEdit or something similar (not so anyone else can see) to make sure any special characters are displaying correctly. Mac keyboards are laid out slightly differently to how they are under Windows so they might be expecting a particular character to appear and something else is instead.

 

Snap

[Rawns]

This might sound a bit daft but does the user have any special characters in their password? The position of the keys on the keyboard on a Mac don't necessarily correspond to where they are on a Windows machine. This is made worse if you're using a "normal" keyboard on a Mac. It's not something as simple as them putting in the wrong password is it?

 

Have they typed out their password in TextEdit or something similar (not so anyone else can see) to make sure any special characters are displaying correctly. Mac keyboards are laid out slightly differently to how they are under Windows so they might be expecting a particular character to appear and something else is instead.

 

Yes, we had that thought too and typed out the password in plain text to make sure it was actually being typed 100% correctly and it is.