Unable to re-enable CRM user account RRS feed

  • Question

  • Hi CRM Team,

    We had a user which was disabled before and added back in the CRM Application But the newly added user is unable to access the CRM Application. Please view the attached screenshot below of the error which he is receiving.

    At the Site Administrator end this user is present in both Enable User List and Disable User List.

    We don't know why there are two active user records for this user with the same User Name in our system

    But it looks like CRM application is unable to figure out to give access to this user due to presence of ambiguity in the system.

    Please let us know what can be done on this kind of issue .It would be great if you reply ASAP as this issue is existing in our system from long time



    • Edited by abs2577 Thursday, May 5, 2016 6:50 AM
    Thursday, May 5, 2016 6:36 AM

All replies

  • You have two records for a user in CRM, one enabled and one disabled.

    Enable the disabled record. In that record, change the account to a different AD account that is not already in CRM and won't need CRM. Save the record and then disable it.

    Check that the enabled record is linked to the correct AD account. To make sure change the AD account on the record to another AD account (that isn't in CRM),  save the record, then change the AD account back to the user's AD account and save the record.

    The user should now be able to login.

    Friday, May 6, 2016 7:54 AM
  • Hi Abhishek,

    Was this user deleted from AD and then recently added back?  If so, you have broken the link between the SID for the AD user and the AD GUID for the CRM user record in the database.

    Microsoft best practice is to disable the user in CRM and AD so that this issue doesn't occur.

    Microsoft can provide you a script that will delete the CRM user from the SQL database.  You can then recreate that user again in CRM.

    It would be possible to re-enable the user record from the database, and then re-associate the CRM user record with the new AD user from the CRM UI.  But direct manipulation of the database is not supported by Microsoft, and is not something that I would recommend doing.  The best route is to contact Microsoft to fix the user.

    Jason Peterson

    Monday, May 9, 2016 11:06 PM