Getting a sign in error in Word help.

[ThomasNielsen]

This problem is one that a client of my company came with and I am trying to get a confirmation if it is a bug or a configuration error.

When I use help in Word  (Microsoft Office 365 Enterprise edition) and open an ellement found through the search inside of Word Help, I get a sign in error:

The Application "Vortex" appers to originate from a tenant called "Microsoft" and my account needs to be added there. To me, it screams bug.

Has anyone any idea?

[#2]

Hi @ThomasNielsen,

The error message you're encountering, "AADSTS16000: User account from identity provider https://sts.windows.net doesn't exist in tenant Microsoft and cannot access the application Vortex. Sign out and sign in again with a different Azure AD user account,"is indicating that there's an issue with the authentication of your Microsoft 365 account when trying to access the "Vortex" application.

To troubleshoot this, you can start by signing out of your Microsoft 365 account, clearing your browser's cookies and cache, and then signing in again. Sometimes, stored credentials can lead to authentication problems.

Make sure you're using the correct username and password.

Also, verify that your user account is correctly set up in Azure AD and associated with the right tenant. If your organization uses multi-factor authentication (MFA), ensure you've completed the MFA process.

This error message typically indicates an authentication problem rather than a bug in Microsoft Word or Office 365, so addressing your Azure AD account and authentication setup is essential to resolving the issue.

For more reference you can use this:

Error AADSTS50020 - User account from identity provider does not exist in tenant - Active Directory ...

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Kindest regards,

Leon Pavesic

[#3]

Hi Leon.

Thanks for your response.
This error happens on multiple users, multiple windows devices and I have seen it happen on multiple tenants.

Did you try to reproduce the problem?

Kind regards
Thomas.

[#4]

Hi @ThomasNielsen,

thanks for the update, here is the official Microsoft documentation about the similar error nad some useful Q & A:

Error AADSTS50020 - User account from identity provider does not exist in tenant - Active Directory ...

User account from identity provider does not exist in tenant and cannot access the application in th...

How to fix AADSTS16000 ? - Microsoft Q&A

Do you have "Vortex" app in your Azure App registrations or Enterprise Applications? You should check that in Azure portal.

Please click Mark as Best Response & Like if my post helped you to solve your issue.
This will help others to find the correct solution easily. It also closes the item.

If the post was useful in other ways, please consider giving it Like.

Kindest regards,

Leon Pavesic

[#5]

An update on this issue.

The problem appears to have solved it self and no change have been made in any tenants to resolve this.

I have been contacted by a person on Linked In with the same problem and it appears that it is solved for them as well. 

My instinct still tells me that it was a bug in MS Cloud and is the only reason I can come up with that provides an explanation.

This problem existed for 4 months and suddenly it is just "solved" and it was not a great experience for anyone involved.