Article ID: 2652040 - View products that this article applies to.
After a Windows Small Business Server 2011 Essentials (SBS 2011 Essentials) user resets the password for their user account, the user either can't sign in to SBS 2011 Essentials Active Directory or can't sign in to Office 365 resources.
When the user tries to sign in to Office 365, authentication may fail, and they may get the following error message:
However, the user can still sign in to the desired resources by using their old password.
We don't recognize this user ID or password.
This issue can occur for one or more of the following reasons:
To resolve this issue, use one or more of the following methods, as appropriate for your situation.
Note The OIM may take 15 minutes to sync user-account password changes to Office 365. Before you try any of these methods, wait at least 15 minutes after the user's password is changed to make sure that logon failure is not caused by this expected behavior.
Method 1: Reset the password in SBS 2011 Essentials instead of in Office 365Make sure that all password changes that are made by SBS 2011 Essentials users are performed only on the on-premises Active Directory user account. If this isn't the case, have the user reset the password for their on-premises Active Directory user account, and then wait 15 minutes for the changes to sync to Office 365.
Note: Make sure that password resets comply with the Office 365 password policy. For the latest Office 365 password policy information, go to the following Microsoft website
Change your password
Method 2: Make sure that the OIM is installed and working correctly on the computer that is running SBS 2011 EssentialsIf the OIM isn't working as expected, see the following article in the Microsoft Knowledge Base:
2652021If you can detect and resolve problems by using this article, retry the user password change to restore access.
(https://support.microsoft.com/kb/2652021/ )The Office 365 Integration Module for SBS 2011 Essentials does not work as expected
To immediately restore access to Office 365 for the user, follow these steps:
For more information about the Office 365 Integration Module for SBS 2011 Essentials, see Integrating Office 365 with Windows Small Business Server 2011 Essentials
Still need help? Go to the Office 365 Community
(http://community.office365.com/)website or the Azure Active Directory Forums
Article ID: 2652040 - Last Review: December 12, 2014 - Revision: 19.0