"A user with this name could not be found" error message when you try to reset a password for a user in Office 365

Article ID: 2621753 - View products that this article applies to.

Not sure what release of Office 365 you're using? Go to the following Microsoft website:
Am I using Office 365 after the service upgrade?
(http://office.microsoft.com/redir/HA103982331.aspx)
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PROBLEM

When you try to reset a password for a user in Microsoft Office 365, you receive the following message:
A user with this name could not be found. They may have been deleted.
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SOLUTION

To resolve this issue, use Windows Azure Active Directory Module for Windows PowerShell to set the user principal name (UPN) to the default domain. Then, change the user principal name back to use the vanity domain. To do this, follow these steps:
  1. Start Windows Azure Active Directory Module for Windows PowerShell, and connect to Windows Azure Active Directory.

    Note For more info about Windows Azure Active Directory Module for Windows PowerShell, go to the following Microsoft website: 
    Manage Windows Azure Active Directory by using Windows PowerShell
    (http://aka.ms/aadposh)
  2. Change the UPN of the user to the default domain. To do this, run the following command: 
    Set-MsolUserPrincipalName -UserPrincipalName [ExistingUPN] -NewUserPrincipalName [NewUPN]
    For example, use this command: 
    Set-MsolUserPrincipalName -UserPrincipalName johnsmith@contoso.com -NewUserPrincipalName johnsmith@contoso.onmicrosoft.com
  3. Change the UPN of the user back to the original domain. To do this, run the following command: 
    Set-MsolUserPrincipalName -UserPrincipalName [ExistingUPN] -NewUserPrincipalName [NewUPN]
    For example, use this command: 
    Set-MsolUserPrincipalName -UserPrincipalName johnsmith@contoso.onmicrosoft.com -NewUserPrincipalName johnsmith@contoso.com
  4. Reset the password again.
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Still need help? Go to the Office 365 Community
(http://community.office365.com/)
website.
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Properties

Article ID: 2621753 - Last Review: May 15, 2013 - Revision: 15.0
Applies to
  • Microsoft Office 365 for enterprises (pre-upgrade)
  • Microsoft Office 365 for small businesses  (pre-upgrade)
  • Microsoft Office 365 for education  (pre-upgrade)
  • Microsoft Office 365
Keywords: 
o365 o365a o365e o365m o365062011 pre-upgrade o365022013 after upgrade o365p KB2621753
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