Existing Global or Service Administrators in the Microsoft Online Portal do not exist in Microsoft Dynamics CRM Online after applying the December 2012 Service Update

Article ID: 2790161
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Symptoms

As of the December 2012 Service Update, Global or Service Administrators added to the Microsoft Online Portal (MOP) are automatically created as an administrative access user in each Microsoft Dynamics CRM Online instance without needing a license. 

However, existing Global or Service Administrators are not automatically added as administrative access users to any Microsoft Dynamics CRM Online instances. 

Cause

The automatic creation of a related user record in Microsoft Dynamics CRM Online without a license is only available for new Global or Service Administrators added to MOP after the December 2012 Service Update.

Existing Global or Service Administrators need to be manually added to Microsoft Dynamics CRM Online with a license, which can then be revoked after the user is successfully added. These steps are outlined in the Resolution section below.

Resolution

  1. In the Microsoft Online Portal, click Users.
  2. Click the Global or Service Administrator that needs to be added to Microsoft Dynamics CRM.
  3. In the Licenses tab, check Microsoft Dynamics CRM Online.
  4. Click Save.
  5. In Microsoft Dynamics CRM Online, ensure that the user has been added to the organization. This may take a few minutes to synchronize.
  6. In the Microsoft Online Portal, click Users.
  7. Click the Global or Service Administrator that was added to Microsoft Dynamics CRM.
  8. In the Licenses tab, uncheck Microsoft Dynamics CRM Online.
  9. Click Save.

More information

If no user licenses are available, a license can be temporarily removed from an existing user and assigned to the Global or Service Administrator for the purpose of facilitating the steps above. Afterwards, the license can be re-assigned to the original user to regain access.

In addition, Global or Service Administrators who may have been added to Microsoft Dynamics CRM Online prior to the December 2012 Service Update may remove any consumed licenses tied to these accounts. However, if these accounts were used to access data outside of system administration or customization tasks, then this functionality will be removed. 
Note This is a "FAST PUBLISH" article created directly from within the Microsoft support organization. The information contained herein is provided as-is in response to emerging issues. As a result of the speed in making it available, the materials may include typographical errors and may be revised at any time without notice. See Terms of Use for other considerations.

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Article ID: 2790161 - Last Review: January 3, 2013 - Revision: 1.0
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