This article explains common error messages you may see when signing in to University of Maine System (UMS) applications. Most sign-in errors can be resolved by making sure you are entering your full UMS email address.
Detailed Information
"We couldn't find an account with that username"
You entered a username only (for example: jane.doe) instead of your full UMS email address. The new login system requires your full email address.
Enter your full UMS email address — for example, jane.doe@maine.edu — and try again.
"This username may be incorrect. Make sure you typed it correctly. Otherwise, contact your admin."
You entered a full email address, but it could not be found in the UMS system. This is usually caused by a typo, or the address you entered does not exactly match your account.
Check your spelling and try again. If you are unsure of your exact UMS email address, visit accounts.maine.edu. If the error continues, contact the IT Service Desk.
"Sorry, but we're having trouble singing you in"
You have logged into Microsoft using an account from another tenant. This can be a K-12 school system, another college/university or a Microsoft account.
Browsers and password managers sometimes auto-fill your account, so please pay attention during the login process. Even if you have typed your full UMS email address, the browser might try to revert to a previous Microsoft account.
Clearing your browser's cache and cookies, then trying again can usually resolve this problem. A more detailed clean up article is the Clearing Cached Microsoft Account Information on the Entra ID Sign-In Page (All Platforms)
Multiple Account Question
Some older accounts were able to use the UMS account to create a Microsoft personal account. In this case you will see an error message like the one above that references "live.com" but from a @maine.edu email address.
The way to verify this is to go to https://office.com/login in a private browser window and put in your UMS email address.
If you see a selection option like the one below that lists a "Work or school account" and a "Personal Account", you need to ensure that you choose "Work or school account".
WARNING: You should change your personal Microsoft email to use a different email address since it is used as a recovery email and your UMS account has a limited lifecycle.
"Verify your email" (with an unfamiliar email address shown)
This screen appears when the username you entered is linked to a personal Microsoft account rather than your UMS account. Microsoft is attempting to verify a personal email — not your UMS address.
Go back and enter your full UMS email address (for example, jane.doe@maine.edu) instead of a username only.
UMS error page — back button or stale session
This error appears when you press the Back button during or after signing in, or when you follow an outdated bookmarked login page.
Close the tab and open the application you want to reach directly. Do not use your browser's Back button during sign-in. If you have a login page bookmarked, update the bookmark to point to the application itself rather than the sign-in page.
Stuck in a sign-in loop
You are redirected back to the login page repeatedly without ever reaching your destination. This is usually caused by a browser cache or cookie issue.
- Open a new private or incognito browsing window and try signing in again.
- If that works, clear your browser's cache and cookies, then try again in your normal window.
- If the issue continues, try a different browser or contact the IT Service Desk.
"Sorry, but we’re having trouble signing you in."
This error can appear for several reasons. At the bottom of this page, Microsoft displays a "Troubleshooting details" section with information that helps the IT Service Desk diagnose the problem.
Copy the text in the Troubleshooting details section and email it to the IT Service Desk at help@maine.edu.
Environment
- All University of Maine System campuses
- All browsers (Chrome, Edge, Firefox, Safari)
- Windows, macOS, iOS, Android
- All applications using UMS single sign-on (SSO)