User cannot log into business account after restarting computer, says wrong password even though it is correct

Question

A user at my company logged into a work laptop for the first time with his business account. When he restarted the computer after a little use he could no longer log into the computer as it says his password is wrong.

It was already registered on another user at the company, but there are no local or personal accounts on it. After restart the only user option to log in is his account, not the account that was already setup or switching to a different account. We have double and triple checked it is the correct password and he can use it to log in on other devices. We have tried login in on safe mode but it asks for a BitLocker Key which we don't have as the original user is on leave.

Also when looking in Azure Active Directory it seems like neither account is registered on the computer. When checking this user login history it says he logged into a device with an ID not matching his regular device at the time when he first logged into this computer. But when clicking the ID of the device it shows a 404 error and that the device is not found. So it seems there is some problem with the AAD connection on the computer.

Answer 1

Hi,

Thank you for posting in Microsoft Q&A forum.

1,Please help check the Azure AD portal to see if the device is listed and registered. If not, you may need to re-register it. It's also possible that there's a stale device record in Azure AD causing issues. In the Azure AD portal, try removing any device records that are not in use or associated with the laptop.

2,We can initiate a password reset for the user to have a try.

Thanks for your time. Have a nice day!

Best regards,

Simon

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