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JoshuaLove asked JoshuaLove commented

You can't unlock your account because your organization is currently experiencing connectivity problems.

Hi,

I am receiving this error when attempting to reset a users password.
I have followed the troubleshooting steps here, but cannot find any online articles or forums related to this error message.

https://docs.microsoft.com/en-us/azure/active-directory/authentication/active-directory-passwords-troubleshoot


No on premise devices, Azure AD Cloud server only.

Any help would be greatly appreciated.

Thanks,
Joshua

azure-active-directoryazure-ad-sspr
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@JoshuaLove-7125

I was looking through the link you provided and had a few questions.

  • Have you been able to reset your password/other user's passwords in the past?

  • It sounds like you're having issues when resetting a users password, has the specific user had issues resetting their own password? https://aka.ms/sspr

  • What troubleshooting steps, if any, did you try when it comes to resolving a potential connectivity issue?

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JoshuaLove avatar image
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JoshuaLove answered JamesTran-MSFT commented

Thank you for the reply.

Other users can reset their passwords without issues.
This specific user has reported they have never been able to reset their password. This was just brought to my attention this afternoon.

We restarted the AZ AD server yesterday
I reviewed the connection properties and verified Password Sync is enabled
I also verified the Windows firewall is disabled.

I am unsure where to go from here.

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Thank you for the detailed response. How're you resetting this specific user's password? Are you using the SSPR portal or going through the Azure Portal?

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JoshuaLove avatar image
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JoshuaLove answered

Normally, the users will complete self-service resets via the o365 login page https://passwordreset.microsoftonline.com/

What is the difference between the SSRP Portal vs Azure Portal? The documentation seems to point to the same URL for both, maybe I am missing something?

In this case, I set manually the password for the user in ADUC (Azure Cloud Server), then pushed sync to Azure AD.
Verified the user could login.


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JamesTran-MSFT avatar image
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JamesTran-MSFT answered JoshuaLove commented

@JoshuaLove

I'm glad you were able to change the password manually for the user. To answer your question:

  • The SSPR Portal (aka.ms/sspr) allows users to reset their passwords themselves.

  • In Azure, you can go to your AzureAD, select the specific user, and select "reset password". This will allow the user to reset their password upon next login.

For more info:

Reset a user's password using AzureAD

SSPR

Hopefully this helps!



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@JoshuaLove
I just wanted to check in and see if my post helped answer your question.

Thank you for your time!


Please let us know if any of these answers helped resolve your question. If so, please remember to "mark as answer" so that others in the community facing similar issues can easily find a solution.

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I am still unable to reset the password using the SSPR Portal (aka.ms/sspr)
same error message.

I will try the password reset option from AzureAD and let you know if it works.

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I tried the password reset option from within AzureAD and received the following error message:
We're sorry, we're not able to reset this user's password right now. This may be due to temporary issues on our end. Please wait a few minutes and try again.

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