Two same professional accounts in the school or work access on Windows 10

Question

Hello everyone,

We are experiencing an issue on a few people, here are the information :

These people have a Microsoft account with a F1 license and a Microsoft office license, they are connected to their Azure account correctly on their Windows computer.
On the Windows settings the account is shown 2 times with the same email addresse.

On Microsoft Office, it detects that two accounts are connected and one of these two accounts is in error , the same issue occurs on Microsoft office.

What's the issue ?
I assume (not sure) that this problem is the root cause for these two issue :

1. When the person connects on an Enterprise application with SSO, the SSO is working perfectly but no logs appears on the "Connection logs" on Azure console
2. Sometimes the person lose his Office license,

What we tested
Change his computer --> no action
Remove the Microsoft office license and add it again --> no action
About the Connection logs issue on SSO, we tested to connect on private navigation browser and the logs shows up on the Azure console.

I no longer have an idea, if someone could help us.

Thank you and have a nice day !

Answer 1

Hi @Térence LECROIX , I'm sorry you're having this problem! Something didn't work correctly in the syncing process, so there are a few ways to fix this. You can try using the IdFix tool first, followed by the other steps in this document. If the troubleshooting steps don't work, this thread has some others you can try. Unfortunately there may not be a quick fix, but these steps should help. If all of this fails, please let me know and I can open a free support ticket to fix this for you. Please let me know if you have any questions.

If this answer helped you please mark it as "Verified" so other users may reference it.

Thank you,
James