"Unable to reset this user's password" when an admin resets the password of a domain member user

Note

Office 365 ProPlus is being renamed to Microsoft 365 Apps for enterprise. For more information about this change, read this blog post.

Problem

Consider the following scenario: A user can't sign in to a Microsoft cloud service such as Office 365, Microsoft Azure, or Microsoft Intune by using a user ID that's a member of a cloud service domain that was formerly set up for single sign-on (SSO). In this scenario, when a cloud service admin tries to reset the user's password by using the cloud service portal or Azure Active Directory Module for Windows PowerShell, the administrator receives the following error message:

Unable to reset this user's password. Try again later.

Cause

This issue occurs if the user is a member of a cloud service domain that was formerly single sign-on (SSO)-enabled and if the user ID wasn't converted to use standard authentication.

For example, this issue can occur if the following Windows PowerShell cmdlet was used:

convert-MSOLDomainToStandard –skipuserconversion:$true 

Solution

To resolve this issue, convert the user ID to a standard (non-federated) type. To do this, follow these steps:

  1. In the same Windows PowerShell console that you used to verify the issue, type the following cmdlet, and then press Enter:
    Convert-MsolFederatedUser -userprincipalname < user ID > 
    

    Note

    In this cmdlet, the placeholder <user ID> represents the user ID.

  2. Give the user a temporary password. The next time that the user signs in to the cloud service, they have to change their temporary password before they can access cloud service resources.

More information

Note

The Windows PowerShell cmdlets in this article require the Azure Active Directory Module for Windows PowerShell. 

Still need help? Go to Microsoft Community or the Azure Active Directory Forums website.