Author: Bob Lin

Situation: When attempting to login Office.com, you my receive this message:

Sorry, we’re having trouble verifying your account. Please try again

Error Code: 500121
Request Id: ffd712fe-f618-43f9-a889-d6ee74192f00
Correlation Id: 611034c0-111f-40f1-92ee-97c44b855261
Timestamp: 2021-03-16T08:23:50Z

Resolution 1: Click on get code a different way.

Resolution 2: Have Microsoft 365 Global administrator resetting MSA. In multi-factor authenticator, check Require selected users to provide contact method again and Delete all existing app password generated by the selected users.

Or go to Azure portal>Home>Company name>Users>Users>User name.

Resolution 3: Unlock a blocked user.

1. Login Azure portal.
2. go to Home>Security>Security>Ricky users,
3. Remove the user from risky users.

Situation: When attempting to login Microsoft 365, you may receive this message: Request denied

Resolution 1: Click on get code a different way.

Resolution 2: Have Microsoft 365 Global administrator resetting MSA. In multi-factor authenticator, check Require selected users to provide contact method again and Delete all existing app password generated by the selected users.

Or go to Azure portal>Home>Company name>Users>Users>User name.

Resolution 3: Unlock a blocked user.

1. Login Azure portal.
2. go to Home>Security>Security>Ricky users,
3. Remove the user from risky users.

Situation: When a user attempt to change his password, he gets this message:

You can’t reset your own password because you haven’t registered for password reset.

Or SSPR_0014: You haven’t registered the necessary security information to perform password reset. If you’re an administrator, you can get more information from the Register for self-service password reset and How to successfully roll out password reset articles. If you aren’t an administrator, you can provide this information when you contact your administrator

Resolution: 1. If you can’t sign in, you may contact your administrator to reset your password for you.

Resolution 2: The administrator may consider to setup self-service password reset (SSPR). These are the steps:

1. In the Microsoft 365 admin center, in the left navigation pane, select Settings> Org settings, and then Security & privacy.
2. Select Self-service password reset, and then choose Go to the Azure portal to turn on self-service password reset.
3. In the left navigation pane, select Users, and then Users – all users
4. Select Password reset.
5. Select All to enable self-service password to reset for all your users, or choose Selected to specify Groups you want, and then select Save.
6. On the Password reset | Propertiespage, select Authentication methods and select the Number of methods required to reset and desired Methods available to users, and then select Save.

When your users sign in, they will be prompted to enter additional contact information that will help them reset their password in the future. Please refer to this post:

How to use Office 365 self-service reset password? – Net/PC How to (howtonetworking.com)

Issue description: can’t login office.com.

Resolution Steps: we were able to reset your MFA by re-registering your MFA and also removed you from the MFA block list in the Azure environment.

Resolution 1: Click on get code a different way.

Resolution 2: Have Microsoft 365 Global administrator resetting MSA. In multi-factor authenticator, check Require selected users to provide contact method again and Delete all existing app password generated by the selected users.

Or go to Azure portal>Home>Company name>Users>Users>User name.

Resolution 3: Unlock a blocked user.

1. Login Azure portal.
2. go to Home>Security>Security>Ricky users,
3. Remove the user from risky users.

Situation: Local User with SonicWall administrator permission cannot log in the firewall locally. Only default admin can login.

Troubleshooting: You need enable HTTPS for User login. Go to Network>Interface. Edit the local Interface, for example, 192.168.78.254.

Situation: The client has setup SonicWall Global VPN Client. When they try to establish the VPN, it shows connecting forever.

Troubleshooting: The VPN may not be enabled. Go to VPN>Settings, check enable.

Situation: in the past weeks, the client (A) can’t receive one of their customers (B) emails. No one in A company can’t receive the emails from company B.

Troubleshooting 1: For the sender

It may be that AOL/Yahoo etc are blocking emails from domains which do not have SPF set up. They are not blocking them in the usual way but are effectively dropping the connection at the network level when they check for SPF.

If you setup spf for your domain it should resolve the problem and allow your emails to flow.

This is the example how we fix the problem – Update the TXT records.

DMARC Record

Hostname:

_dmarc

Record:

v=DMARC1; p=none; pct=100; adkim=r; aspf=r

I’m doing this now and will reply back once confirmed.

UPDATE: I can confirm that after adding SPF records the emails are now going through. This is not very good in my opinion that AOL / Yahoo are just silently dropping the connection but I’m guessing that them get so much spam from domains without SPF that it is a large enough benefit to them to do it in this way.

Troubleshooting 2: Please ask the admin of the recipients’ to add your domain in their safe sender list and allow list in the spam filter.

Situation: The client has shared a folder in SharePoint 365 with a guest having edit permissions. When the Guest Contributor opens the link, he is able to upload files and create sub-folders. But he cannot delete or rename any files or folders.

Troubleshooting: “Share People you specify can edit” and “Anyone with the link can edit” are different. If you chose “Anyone with the link can edit”, the external user can upload files/folders, but can’t delete or rename them.

Situation: The external users can’t access shared SharePoint with this error: “External sharing is disabled”.

Resolution 1: Make sure external sharing at organization level is enabled. Please refer to these posts.

• How to Enable external sharing at site level
• How to Enable external sharing at organization level

Resolution 2: Make sure OneDrive sharing is enabled. Please refer to this post:

• How to enable OneDrive sharing with guests

Situation: The client can’t print from word and PDF. However, printing test page works fine.

Troubleshooting: There are some Windows updates need to install or restart the PC.