hotmail log in issue

Open Outlook.com in an Edge InPrivate window first; if it loads there, remove the stored Outlook and Microsoft sign-in cookies from the normal Edge profile rather than resetting the Hotmail password.

1. Test in an InPrivate window

1. In Edge, select Settings and more (…).
2. Select New InPrivate window.
3. Open outlook.live.com and sign in.

Edge removes the InPrivate session’s cookies and site data when all InPrivate windows are closed, so this test bypasses data stored by the normal browser profile.^1^

Because the account works on the phone, do not reset the password at this stage. Microsoft uses the same Microsoft account username and password for Hotmail and Outlook.com.^2^

2. If InPrivate works, delete only the affected site data

In the regular Edge window:

1. Select Settings and more (…) → Settings → Privacy, search, and services.
2. Select Cookies → See all cookies and site data.
3. Search for and delete entries associated with:
   • outlook.live.com
   • live.com
   • login.live.com
4. Close every Edge window.
5. Reopen Edge and try outlook.live.com again.

Microsoft documents that individual sites’ cookies can be removed without deleting data for every website.^3^

If the page is still blank, repeat the clearing process using Clear browsing data → Choose what to clear, select All time, then select Cookies and other site data and Cached images and files. This signs you out of other websites, so use it only after the site-specific cleanup.^3^

3. If InPrivate is also blank

1. Update Edge: select Settings and more (…) → Settings → About Microsoft Edge, install any offered update, and restart Edge.
2. Temporarily turn off Edge extensions, particularly ad blockers or privacy/script-blocking extensions, and reload Outlook.com.
3. Test Outlook.com in another browser on the same PC:
   • If it works there, the problem remains isolated to Edge.
   • If it is blank there too, test the PC using another connection, such as a phone hotspot, to distinguish a PC/network filtering issue from an Edge-profile issue.

4. Repair Edge if the failure is Edge-only

Repair should preserve Edge browser data and settings:

1. Close Edge for every signed-in Windows user.
2. Open Start → Settings → Apps → Installed apps.
3. Find Microsoft Edge, select its menu, and choose Modify.
4. Approve the prompt and select Repair.
5. Reopen Edge and test Outlook.com.

Administrative rights and an internet connection are required. If Modify is unavailable, Edge may be managed by an organization, in which case its administrator must handle the repair.^4^

If the page remains blank after Edge repair and also fails in another browser and on another connection, run Microsoft’s account sign-in troubleshooter from the Outlook.com sign-in support page.^2^

References

1. Microsoft Edge, browsing data, and privacy
2. How to sign in to Outlook.com | Microsoft Support
3. Manage cookies in Microsoft Edge: View, allow, block, delete and use | Microsoft Support
4. What to do if Microsoft Edge isn't working | Microsoft Support