Automatic Password Reset Fails

[Bob SWFWMD]

We use hosted services and sometime after 5 August we can no longer reset
passwords. We get the error "Your request for a temporary Groove password
cannot be processed at this time."

Any ideas why this is failing?

Seems like we are paying to use this service but there is no Help Desk to
contact when issues such as this arise. Is there a MS contact for hosted
services?

We are in Florida, it's Hurricane Season and we use Groove for emergency
services so we would appreciate any help on this issue.

 

[Gregg Johnston [MSFT]]

Hi Bob,

How long has it been since your users last logged into their accounts? When
a Groove account goes offline, all the data that needs to be synchronized to
the account starts to build up on the Relay Server. When the groove account
logs in, all of that data (changes to spaces, contacts, etc.) will be
synchronized to the groove account. However if the Groove account stays
offline for an extended period of time, certain time outs start happening.
After 14 days, the Groove account will become suspended in the spaces. After
60 days – sometimes sooner if there is a lot of data to be synchronized – the
entire account is labeled as Expired. At this point the account can no
longer communicate with the Management Server or the Relay Server. Thus the
password cannot be reset.

Gregg