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jo_0028
Participant
June 9, 2025
Answered

Work/School accounts were deactivated in error

  • June 9, 2025
  • 3 replies
  • 669 views

Hello,

Our organization recently had a problem with our Adobe Identity Management sync, and I restarted provisioning in Azure to fix that.  Our users can access their Adobe products again, so that's great.

However, all of our privileged admin users of the console have had their work/school accounts either deactivated or removed from the ability to access the admin console.

All of the "contact support" instructions begin with signing into the console, which is the one thing none of us can do, and that chat bot is worse than useless, so I'm posting here.

If someone from Adobe Support could please let me know what they need from my organization to reprovision our Admin Console access, I would very much appreciate it.

    Correct answer jo_0028
    Hello!

    Apologies, shortly after posting that message, I was able to contact our "break glass" account holder, who was able to reprovision me within the Admin Console, and I was able to investigate and fix the issue with our Identity Management sync in Entra.

    The issue is now resolved. Thank you.

    Disclaimer

    The information contained in this communication from the sender is confidential. It is intended solely for use by the recipient and others authorized to receive it. If you are not the recipient, you are hereby notified that any disclosure, copying, distribution or taking action in relation of the contents of this information is strictly prohibited and may be unlawful.

    This email has been scanned for viruses and malware, and may have been automatically archived by Mimecast, a leader in email security and cyber resilience. Mimecast integrates email defenses with brand protection, security awareness training, web security, compliance and other essential capabilities. Mimecast helps protect large and small organizations from malicious activity, human error and technology failure; and to lead the movement toward building a more resilient world. To find out more, visit our website.

    3 replies

    kglad
    Community Expert
    kgladCommunity Expert
    Community Expert
    June 10, 2025

    in the future, to find the best place to post your message, use the list here, https://community.adobe.com/

    p.s. i don't think the adobe website, and forums in particular, are easy to navigate, so don't spend a lot of time searching that forum list. do your best and we'll move the post (like this one has already been moved) if it helps you get responses.



    <"moved from account, payment & plan">
    A
    Community Manager
    Anshul_NautiyalCommunity Manager
    Community Manager
    June 9, 2025

    Glad to hear the issue has been resolved. Please don’t hesitate to reach out if you need any further assistance in the future.

    Regards,
    ^AN

    A
    Community Manager
    Anshul_NautiyalCommunity Manager
    Community Manager
    June 9, 2025

    Hi @jo_0028,

     

    Thank you for reaching out.

    Based on your message, it appears that your organization experienced a disruption with Adobe Identity Management sync. After reprovisioning via Azure, end users regained access to their Adobe products; however, all admin users lost access to the Admin Console. Please confirm if this is the issue you'd like assistance with.

    Upon checking, we can confirm that there is an active Enterprise (VIP) contract associated with the Adobe ID you used to post this query. Could you please let us know what error message the admin users are receiving when attempting to sign in with their work or school account?

    Additionally, have you confirmed whether the contract owner is experiencing the same issue?

    We look forward to your response to assist you further.

    Regards,
    ^AN

    J
    jo_0028AuthorCorrect answer
    Participant
    June 9, 2025
    Hello!

    Apologies, shortly after posting that message, I was able to contact our "break glass" account holder, who was able to reprovision me within the Admin Console, and I was able to investigate and fix the issue with our Identity Management sync in Entra.

    The issue is now resolved. Thank you.

    Disclaimer

    The information contained in this communication from the sender is confidential. It is intended solely for use by the recipient and others authorized to receive it. If you are not the recipient, you are hereby notified that any disclosure, copying, distribution or taking action in relation of the contents of this information is strictly prohibited and may be unlawful.

    This email has been scanned for viruses and malware, and may have been automatically archived by Mimecast, a leader in email security and cyber resilience. Mimecast integrates email defenses with brand protection, security awareness training, web security, compliance and other essential capabilities. Mimecast helps protect large and small organizations from malicious activity, human error and technology failure; and to lead the movement toward building a more resilient world. To find out more, visit our website.
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