Teams Rooms sign-in failures after password reset from Pro Management Portal

Password resets via Teams Pro Management Portal may cause Teams Rooms devices to fail sign-in due to a forced password change prompt they cannot complete, leaving devices in a CannotSignIn state. Avoid resetting these passwords in PMP and manually remediate affected devices if needed.

[Introduction]

We're investigating an issue where password resets performed in the Teams Pro Management Portal (PMP) may cause Teams Rooms devices to fail sign-in. A recent change in password reset behavior is the likely root cause and may prevent Teams Rooms devices from completing sign-in.

[How this affects your organization:]

Who is affected:

• Organizations using Teams Pro Management Portal (PMP) to manage Teams Rooms resource accounts

What will happen:

• Password resets initiated in PMP may trigger a change password at next sign-in requirement on the account.
• Teams Rooms devices cannot complete interactive password change prompts.
• Affected devices enter a CannotSignIn state.
• Devices may remain signed out without automatic recovery until manually remediated.
• This issue primarily affects Teams Rooms resource accounts.

[What you can do to prepare:]

• Avoid resetting Teams Rooms resource account passwords through the Pro Management Portal.
• If a password reset is required:
  • Verify device sign-in immediately after the reset
  • Manually remediate any devices that remain in a signed-out state
• Inform your helpdesk or support teams of this issue to reduce troubleshooting time

If you experience issues, contact Microsoft Support.