Password Reset for users unable to to self service password reset

1: Sign in to MSAG-EC01

2: Open Active Directory

3: Search for the user

4: Change the user’s password to a strong password, 12 characters, no symbols. Do not set the password to change on next sign in

5: Resync user via Sync Manager on EC-01 using this knowledge base article

6: In a new incognito window, have the user sign in to aka.ms/mfasetup and complete the steps for both Microsoft authenticator and SMS authentication if they aren’t already completed these steps

7: After they are successfully signed in, have them change their password to something they will remember