Linked Accounts feature *not working*...loops right back to my profile page

Reposting as my first was closed too soon. Please read the post carefully as the previous answer did not relate to my question.

Please reply directly here and also PM me as well - thanks!

Hi, I see there are several other posts about this exact same issue, but I don't see any solutions posted.

GOAL:
I have a new corporate account that has access to training via ESI but its a brand new account. It does not show any of my learning history or my XP scores. I want to link my new corporate account to my primary certification account (Hotmail account). I do not want to merge the accounts, if that's possible. My Hotmail account has all the history of my training and certifications and I want to keep it that way. I just want that linked over to my new corporate account so that my learning progress is reflected correctly.

PROBLEM:

I am logged in to the certification portal as my new corporate account. After I click my account avatar in the upper right corner, I select SETTINGS | (then scroll down to) ACCOUNT MANAGEMENT | then click "+ ADD ACCOUNT". This very quickly pops up a typical MS sign-on dialogue box that just as quickly disappears, taking me right back to the ACCOUNT MANAGEMENT section of my profile settings page. Attempts to retry all have the same problem (see detailed troubleshooting steps noted below).

My testing shows this is clearly an issue on the back-end and nothing to do with a browser or some other issue on my side. Possibly with the authentication layer. Seems to be stuck using an existing auth token for the existing session and won't allow an option to authenticate an alternate account. I'm guessing it's supposed to prompt a window where I enter the account I want to link, click next and then it should perform authentication to validate the account linkage. That's not happening. I also tried from two physically separate networks (Spectrum and then tethered to my cell which is Verizon). Both still had the same problem.

What I have tried so far:

Attempting to link new corporate --> current hotmail (primary certification account)

From Windows 11:

  1. First attempt, I used a regular Chromium Edge window that I normally use (not private). Didn't work.

  2. Reproduced the same problem using a Chromium Edge InPrivate window. No change, same problem.

  3. Cleared entire browser history (cookies, temp files, login history, etc).

  4. Repeated steps 1 & 2. No improvement, same problem.

  5. Steps 1-4 tried on both Spectrum and Verizon networks.

NOTE: This OS was brand new installed. No login history of any kind (not even during the OS install - I skipped all options to login as part of the OS install.

From macOS Monterey 12.4:

  1. Tried from another computer (this time a Mac) using a regular Firefox window. Same problem.

  2. Tried from the same Mac again, this time from a Private Firefox window. No change, same problem.

  3. Cleared entire browser history (cookies, temp files, login history, etc).

  4. Repeated steps 1 & 2. No improvement, same problem.

  5. Steps 1-4 tried on both Spectrum and Verizon networks.

I also repeated from the other direction (hotmail --> new corporate). Same problem.

I have taken a screen video capture showing my attempts outlined above. I can share it with whomever needs it to help solve the problem.

thanks,

Scott

NOTE: Email notifications for any replies are not working properly. Notifications are lagging by days, and when they do arrive they are out of order. Just today at 9am I recieved a PM that my case was closed. Five minutes later I recieved an email that contained the actual first reply (it did not answer my question). The first reply was actually made on Aug 12 (five days ago) but I was never notified until just today. If you're able, please notify sysadmins for the forums so they can look in to the problem. As a result, please give me a few extra days to reply, just in case.

Hello swake457.

 

Welcome to the Microsoft’s Community. Your inquiries will always be well received.   

 

We understand that you have two LEARN profiles.

 

Assume you have profile A and profile B, you can merge your completions and achievements of profile B into profile A by clicking "add account" on the profile settings page when signed into Profile A. After merging, only profile A will exist as both profiles learning history will be combined. The merging logic is as following:

 

  • Your learning history and achievements will be merged, with duplicates removed from profile B into profile A.

  • Your Q&A contributions and activities will be merged, with duplicates removed, from profile B into profile A. Note that the data for who/what you are following on our Q&A platform won't be merged. Please make a note of who/what you are following on profile B, and manually re-follow after the merge is complete.

  • Your linked accounts will be merged from profile B into profile A. Note: if the limit of "up to five school or work accounts and one personal account" is exceeded during the merge process, your merge request will be cancelled. If this happens, you'll need to resolve this issue before trying again.

  • Your saved items and joined challenges will be merged, with duplicates removed from profile B into profile A.

  • Private profile mode will be enabled if any of the two profiles has this setting turned on.

  • All other settings will remain unchanged in profile A and editable on profile settings page anytime.

 

 

Please check the following link for more information: Microsoft Learn frequently asked questions (FAQs) | Microsoft Docs

 

If the issue persists, please send us a recording of the dashboard, showing the options that you have tried so far, you will be able to use PSR (Problems Steps Recorder) following the next steps:  

 

 

Please use the Problem Steps Recorder (PSR) tool to go through the troubleshooting steps and provide it through Private Message. To use the Private Message Feature please look at the right side of the page and click the icon seen in the image below: 

 

Image

 

It is necessary to display the email address used at the time of accessing the Certification Profile page, and the error message you encounter; we advise you to take multiple screenshots of these if necessary.  

 

Keep in mind the PSR tool is set to a limit of 25 screenshots as a default, if you need a higher number of pictures to show the process, please change the number to at least 100 screenshots in the tool’s settings.  

 

Also, please provide us with the information requested via Private Message to check deeper into the issue that you are presenting. 

 

We look forward to hearing from you again. Please keep in mind, if no response is received, we will close the case in the next two business days.

 

Hope you have an amazing day,

Esteban Pirateque
Microsoft Community Support
Support Hours: Monday to Friday 7:30–17:30 EST (Except US Public Holidays)
Estimated Response Time: Within 1 Business day

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Hi,

I'm not trying to merge the two accounts. In the Certification Dashboard, go to Account Settings and there is a feature to "link" multiple MS or School accounts. This is not working. There are several other active posts on this forum describing the same problem.

Please advise how to resolve this issue of linking multiple accounts.

thanks

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Hi Scott,

I had the exact same problem and the solution is easy..

You have to add (connect) your preferred account first on the OS level (Windows - Settings - Accounts - Access work or school - connect).

Then, open the microsoft.com/learn page and sign in with your existing profile account.

Now you should be able to link your previous registered account in the Profile - Settings - Account Management - Linked Accounts section.

Logoff (delete all cookies or open a new private window) and sign in again with the new account. It should work now.

After this procedure, you can remove (disconnect) the new registered account in the Windows - Settings - Accounts section.

Hope that helps.

Patrick

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Scott, I'm having the exact same issue. Even though Esteban's response mentioned merging, if you read it you'll see they actually just outlined the exact same steps you already said you went through. So you both are on the same page, but of course their response was unhelpful since it just reiterated your exact post.

Esteban, the "Add Account" button you're talking about is exactly what we are clicking (see screenshot below), and is what we are having the issue. After clicking it, the MS Account login screen comes up for a millisecond and then goes back to the same Profile Settings page. Trying multiple browsers and PC's gives the same issue, so like Scott mentioned this is clearly an issue with the portal itself.

I'd be happy to send you my email address, as well as the PSR file, but the icon for private messaging you referenced is not showing for me, it's just not there:

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Hello swake457.

We hope you are good.

We received your information, and we will provide a response in the next business day. You can be sure that we are going to provide you with an answer.

Best Regards,

Esteban Pirateque
Microsoft Community Support
Support Hours: Monday to Friday 7:30–17:30 EST (Except US Public Holidays)
Estimated Response Time: Within 1 Business day

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Hi,

Has there been any progress with this issue?

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Hello swake457.

We hope you are good today.

Based on your inquiry, we understand you want add an account to your Learn profile.

We would like to confirm that we have limited access to the Learn Platform, and we can only guide you to connect with their support line, which can only be reached through the Feedback forms in the bottom part of the Microsoft Learn support - Troubleshooting known issues | Microsoft Docs.

If your issue persists, please fill out a form and attach the error message (see image below).

Image

We hope this is useful to you, if there is anything else we can do for you, please do not hesitate to keep in contact with us.

If this solves your problem, please indicate “Yes” to the question and the thread will automatically be closed and locked. In case we do not receive a response, it will be closed and locked after one business day.

Best Regards,

Esteban Pirateque
Microsoft Community Support
Support Hours: Monday to Friday 7:30–17:30 EST (Except US Public Holidays)
Estimated Response Time: Within 1 Business day

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Hello swake457.

Since we have not received a response from you, we will proceed in closing and locking this case. If you still require assistance, please post a new question. We will be happy to jump in and look.

Please keep in mind that once this case has been locked and closed, you cannot reply on either channel.

Best regards,

Esteban Pirateque
Microsoft Community Support
Support Hours: Monday to Friday 7:30–17:30 EST (Except US Public Holidays)
Estimated Response Time: Within 1 Business day

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Question Info


Last updated August 25, 2022 Views 205 Applies to: