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

Joshua Love 1 Reputation point


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.

No on premise devices, Azure AD Cloud server only.

Any help would be greatly appreciated.


Microsoft Entra ID
Microsoft Entra ID
A Microsoft Entra identity service that provides identity management and access control capabilities. Replaces Azure Active Directory.
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  1. Joshua Love 1 Reputation point

    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.

  2. Joshua Love 1 Reputation point

    Normally, the users will complete self-service resets via the o365 login page

    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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  3. JamesTran-MSFT 36,541 Reputation points Microsoft Employee

    @Joshua Love

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

    • The SSPR Portal ( 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


    Hopefully this helps!


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