Change password after Password Reset

Question

I have been running into this more and more the last two months and it is becoming EXTREMELY frustrating.

Scenario: Office 365 user's password has expired. OR - admin resets a user's Office 365 password and flags that the password must be changed at next login.

Behavior: User logs in with expired password (or recently changed temporary password) and is notified they have to change the password. On the next screen, the user is prompted to enter their old password, new password, and confirm password. User completes, but gets an error message ("Try again - that's not your current password."). Specifically, error code is 120000. No matter what the user does, the password does not work. If the user closes the browser window & tries to login again from a brand new session, then neither the old password or the new password works to login, and the admin has to reset the password again (and not flag that the password has to be changed on the next login). The user is then able to login, and can manually change their password successfully.

The password is not being mistyped, users do this using Copy/Paste with a temporary password. As an admin, I reset a user's password with the flag to require change on next login, and I copied the temporary password that was generated. On the Office 365 portal login page, I pasted the temporary password into the login box, and viewed the password to make sure it was correct. I logged in , and received the notice that the password had to be changed. I again pasted the temporary password into the old password field, and viewed the password to make sure it was the same temporary password I just pasted on the previous screen. However - we still get the error listed above "Try again - that's not your current password".

We tried all possible alternatives:

• Opened Browser in incognito mode
• Emptied Browser Cache
• Used different Browser

If the update password page is prompted, the typed credential is correct (temporary password).

How can we solve this issue please?

Thank you fro your support.

Aicha.

Answer 1

Hi @Aicha Garci

Are you using a hybrid environment?

If you use a hybrid environment, after the user reset the password, the password does not sync to Azure AD.

1.You could reset the user’s password in the Azure Active Directory admin center to solve the issue by following steps.

Microsoft 365 admin center > Show all > Azure Active Directory admin center > Users > Select user > Reset password.

2.And you could try to enable Self-service password reset.

Microsoft 365 admin center > Show all > Azure Active Directory admin center > Password reset > Properties

References:

https://answers.microsoft.com/en-us/msoffice/forum/all/error-code-120000/646a3f15-75b5-489e-b36a-3416cbeed134
https://learn.microsoft.com/en-us/microsoft-365/business-video/set-up-self-serve-password-reset?view=o365-worldwide

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Answer 2

I'm facing the exactly same problem but when I did it via AzureAD portal, it works just fine, this happens when I used PowerShell script to update users

Answer 3

• Reset from AAD resolves the issue. Thanks for sharing.