Error Logging into AVA/Moodle with My Microsoft Account? Here’s How to Resolve It!

Modified on Tue, 3 Jun at 10:22 AM

Summary
This article explains how to resolve login issues when accessing the Student Portal (AVA/Moodle) using Microsoft SSO. Conflicts may happen if you're logged into a personal Microsoft account in the same browser. Here are simple steps to fix it.

Keywords & Tags
login error, student portal, Microsoft SSO, authentication conflict, browser, incognito mode, technical support, personal Microsoft account

Description

Many students experience login problems when trying to access the Virtual Learning Environment (AVA) with their institutional Microsoft account. This usually happens when a personal Microsoft account is already active in the browser. This guide helps you fix the issue quickly.

Examples of questions:

“I can't access the student portal with my Microsoft account.”
“I'm already logged into my personal Microsoft account — what should I do?”
“The page loads but doesn’t open the AVA.”

Step-by-Step Instructions

Step 1: Sign out of personal Microsoft account
Before accessing the student portal, log out of any personal Microsoft account (Outlook, OneDrive, etc.).

Step 2: Use a different browser
Keep your personal account open in one browser (e.g., Chrome) and access AVA in another (e.g., Edge or Firefox).

Step 3: Open an incognito/private window
Use a private browsing mode to avoid login conflicts.

Chrome: Ctrl + Shift + N
Firefox/Safari: Ctrl + Shift + P
Edge: Ctrl + Shift + N
Then access the portal with your student account.

Common Problems and Solutions

Problem	Solution
Portal doesn’t open or redirects to the wrong page	Use incognito mode or another browser.
Already logged in with a personal Microsoft account	Sign out or switch to incognito window.
Page keeps loading but doesn’t enter	Clear browser cache and try again.
Access denied with institutional account	Check if the email is correct: `example@student.must.com`.

Helpful Links

What if the problem persists?
If the issue continues, contact our support team. We are always available to help!