Article ID: 2652021 - Last Review: December 26, 2011 - Revision: 2.0

The Office 365 Integration Module for SBS 2011 Essentials does not work as expected

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SYMPTOMS

The Office 365 Integration Module (OIM) for Windows Small Business Server 2011 Essentials (SBS 2011 Essentials) does not work as expected. For example, you may experience one or more of the following symptoms:
  • When users' passwords change, the changes do not synchronize to Office 365.
  • Office 365 subscription and user account wizards in the OIM fail.
  • Office 365 subscription data is desplayed as "not available" in the OIM, and Office 365 user data is desplayed as "unknown" in the OIM.
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CAUSE

This issue may occur for one or more of the following reasons:
  • The OIM was installed and configured incorrectly.
  • The passwords of the administrator accounts in the OIM and in Office 365 do not match.
  • Microsoft Online Services Sign-in Assistant is not installed or is not running.
  • Wizard actions cannot be completed or reporting data cannot be retrieved because of Office 365 issues.
  • An unexpected failure occurred in the OIM.
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RESOLUTION

To resolve this issue, follow these steps:

Step 1: Make sure that the OIM is installed and configured correctly

For more information, visit the following Microsoft website:

Integrating Office 365 with Windows Small Business Server 2011 Essentials (http://go.microsoft.com/fwlink/?LinkID=223166)

Step 2: Troubleshoot the Office 365 administrator account that is used to configure the OIM

  1. Sign in to the Office 365 portal by using your administrator user ID. Verify that you can sign in successfully. This confirms that you are using the correct password and that you can authenticate to Office 365.
  2. Open the SBS console on the computer that is running SBS, click the Office 365 tab, and then run the "Change the Office 365 administrator account" wizard to make sure that the correct administrator password is configured in the OIM for SBS.
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Step 3: Verify that the Microsoft Online Services Sign-In Assistant is running

  1. On the computer that is running SBS, click Start, click All Programs, click Administrative Tools, and then click Services.
  2. In the list of services, locate Microsoft Online Services Sign-in Assistant, and then make sure that its status is set to Started.

Step 4: Determine whether the administrative tasks that you want to perform in the OIM can be performed in the Office 365 portal

  1. Sign in to the Office 365 portal by using your administrator user ID.
  2. In the Office 365 portal, try to perform the administrative tasks that you wanted to perform by using the wizards in the OIM. 
  3. Take one of the following actions, as appropriate for your situation:
    • If you can successfully complete the tasks by using the Office 365 portal, the issue might be related to SBS. In this case, troubleshoot possible SBS issues.
    • If you cannot successfully complete the tasks by using the Office 365 portal, the issue might be related to Office 365. In this case, troubleshoot possible Office 365 issues.
    For more help, contact Microsoft Support.
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MORE INFORMATION

For more information about the OIM for SBS 2011 Essentials, visit the following Microsoft website:

Windows Small Business Server 2011 Essentials Online Help (http://onlinehelp.microsoft.com/en-us/sbs2011essentials/default.aspx)

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APPLIES TO
  • Microsoft Office 365 for enterprises
  • Microsoft Office 365 for small businesses
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Keywords: 
vkbportal230 vkbportal231 vkbportal237 o365 KB2652021
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