unable to reset password for domain user in Entra

Question

unable to reset password for domain user in Entra

Dan D 0

I have tried over the past two weeks to reset a user password, and my user tried just today, as did I, as we were on a Teams call. The error states, "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."

I've waited many minutes and am now seeking assistance. Thank you

Venkata Jagadeep 1,170 Reputation points Microsoft External Staff Moderator

2025-05-09T01:33:57.8+00:00

Hello Dan D,

Could you provide some details about the scenario?

Have you ever able to reset the password or this is the first time

Is this issue for few users or all users

Do you have on-prem environment and if so, please let us know if you have enabled the option "User cannot change password" on your domain controller. If so, he will not be able to change his password

If you don't have on-prem environment, let us know the Identity Provider of he user login which you can see in user's sign-in logs

Did he tried to change password at below url

https://passwordreset.microsoftonline.com/

Have you enabled SSPR in your tenant?

Ref : https://learn.microsoft.com/en-us/entra/identity/authentication/tutorial-enable-sspr
Dan D 0 Reputation points

2025-05-09T01:44:30.2566667+00:00

yes, we have been able to reset in the past.

We did have an on-prem server back in 2018, but it's been long dead. Having said that, the scripts that MS provided to decommission on prem servers never worked and Entra still states that there are onprem servers alive for both my and the idea we are trying to change.

I am the global admin and I cannot change the password in the Entra app. This is where the error is surfacing. He is permitted to change his own password and had been able to do it in the past. This domain has been active with E5 services for security and office since 2017.
Venkata Jagadeep 1,170 Reputation points Microsoft External Staff Moderator

2025-05-09T10:24:34.2733333+00:00

Hello Dan D,

Please let us know the identifier for the effected user.

You can see it by navigating to Entra ID portal - users -effected user - overview - properties as shown in below screenshot.

As user is able to authenticate now, the identifier shows the name of the tenant.

Have you enabled SSPR in the tenant?

If so, you can add the user to reset the password through SSPR.

I reproduced the scenario by un-installing AD-Connect in which PHS was configured previously. (Connectivity has lost from on-prem to cloud)

Then my synced user is able to authenticate on cloud and then I have enabled MFA for the user.

I enabled SSPR and added this user in the group and added this group to SSPR configuration.

When this user access https://passwordreset.microsoftonline.com he was able to reset the password through MFA.

I request you to try the above method to reset his password.

Please refer below document on SSPR

https://learn.microsoft.com/en-us/entra/identity/authentication/tutorial-enable-sspr

Your answer

Venkata Jagadeep 1,170 Reputation points Microsoft External Staff Moderator

2025-05-09T01:33:57.8+00:00

Hello Dan D,

Could you provide some details about the scenario?

Have you ever able to reset the password or this is the first time

Is this issue for few users or all users

Do you have on-prem environment and if so, please let us know if you have enabled the option "User cannot change password" on your domain controller. If so, he will not be able to change his password

If you don't have on-prem environment, let us know the Identity Provider of he user login which you can see in user's sign-in logs

Did he tried to change password at below url

https://passwordreset.microsoftonline.com/

Have you enabled SSPR in your tenant?

Ref : https://learn.microsoft.com/en-us/entra/identity/authentication/tutorial-enable-sspr
Dan D 0 Reputation points

2025-05-09T01:44:30.2566667+00:00

yes, we have been able to reset in the past.

We did have an on-prem server back in 2018, but it's been long dead. Having said that, the scripts that MS provided to decommission on prem servers never worked and Entra still states that there are onprem servers alive for both my and the idea we are trying to change.

I am the global admin and I cannot change the password in the Entra app. This is where the error is surfacing. He is permitted to change his own password and had been able to do it in the past. This domain has been active with E5 services for security and office since 2017.
Venkata Jagadeep 1,170 Reputation points Microsoft External Staff Moderator

2025-05-09T10:24:34.2733333+00:00

Hello Dan D,

Please let us know the identifier for the effected user.

You can see it by navigating to Entra ID portal - users -effected user - overview - properties as shown in below screenshot.

As user is able to authenticate now, the identifier shows the name of the tenant.

Have you enabled SSPR in the tenant?

If so, you can add the user to reset the password through SSPR.

I reproduced the scenario by un-installing AD-Connect in which PHS was configured previously. (Connectivity has lost from on-prem to cloud)

Then my synced user is able to authenticate on cloud and then I have enabled MFA for the user.

I enabled SSPR and added this user in the group and added this group to SSPR configuration.

When this user access https://passwordreset.microsoftonline.com he was able to reset the password through MFA.

I request you to try the above method to reset his password.

Please refer below document on SSPR

https://learn.microsoft.com/en-us/entra/identity/authentication/tutorial-enable-sspr

Share via

unable to reset password for domain user in Entra

Your answer