O365 Integration broken after v20 upgrade?

[jam_admin]

I had a v18 server (hosted by 3cx) configured, using O365 as both my 3CX email provider and user login authentication. Yesterday I decided to bite the bullet and upgrade to v20. I confirmed that I had an owner account (I have two, both that have worked and successfully logged in using the O365 credentials.) I took a full backup and kicked off the upgrade.

The upgrade appeared to complete successfully, but when I go to the login page I'm no longer shown the O365 login button. Just email/extension field and a password. Unfortunately, the passwords that I use for the two owner's aren't being accepted (I don't know if these were ever set up, they always logged in via the O365 button.) In addition, I never received a "upgrade successful" email. I've tried resetting the password for both owner accounts, but an email is not sent.

The only account I am able to login as is my receptionist account (ext. 100), because this user does not have a corresponding O365 account. Unfortunately, this extension is not an "owner" and does not have permissions to make system setting changes. So I can get in, but I can't do anything useful.

My hunch is that the O365 integration broke during the upgrade. Is there a way for me to reenable it so I can either a)login using my 0365 credentials or b)send a password reset email?

I have a full backup of the v18 system. Can I delete my v20 server, create a v18 server and then restore the v18 backup?

Thanks!

 

[jam_admin]

I ended up creating a ticket to get this resolved. A few key takeaways:

• We use M365 integration and our email is sent using our M365 exchange server. This was configured properly and was working with v18. When we upgraded to v20, the M365 integration "broke" and reset password emails were not sent.
  
  
• Unfortunately, our owner accounts had only ever logged in with the M365 login credentials. So they did not have 3CX assigned passwords and could not generate a reset password email.
  
  
• 3CX resolved this ticket by changing the SMTP server to the 3CX SMTP server, allowing emails to flow again
  
  
• Once we were able to log in again, we took a look at the M365 integration page on the 3CX admin panel. Everything looked fine.
  
  
• What was "broken" was on the Users page, specifically the M365 page (found by clicking on the M365 button). The v20 upgrade process had turned off the "Sync Microsoft 365 users" setting, and all of the "sync users" were missing (we use the "sync only" option.)
  
  
• Reenabling and populating these fields again, then saving, brought back the Microsoft login button and ability to send email through our M365 exchange server.

We may have been outliers regarding our lack of 3CX passwords for the owner accounts, but this was an unexpected upgrade result. For those upgrading in the future, be aware that this can happen and make sure you have created 3CX passwords for your important accounts so that you can log in even if your SSO integration breaks.

 

[MCCDCHS]

I ended up creating a ticket to get this resolved. A few key takeaways:

• We use M365 integration and our email is sent using our M365 exchange server. This was configured properly and was working with v18. When we upgraded to v20, the M365 integration "broke" and reset password emails were not sent.
  
  
• Unfortunately, our owner accounts had only ever logged in with the M365 login credentials. So they did not have 3CX assigned passwords and could not generate a reset password email.
  
  
• 3CX resolved this ticket by changing the SMTP server to the 3CX SMTP server, allowing emails to flow again
  
  
• Once we were able to log in again, we took a look at the M365 integration page on the 3CX admin panel. Everything looked fine.
  
  
• What was "broken" was on the Users page, specifically the M365 page (found by clicking on the M365 button). The v20 upgrade process had turned off the "Sync Microsoft 365 users" setting, and all of the "sync users" were missing (we use the "sync only" option.)
  
  
• Reenabling and populating these fields again, then saving, brought back the Microsoft login button and ability to send email through our M365 exchange server.

We may have been outliers regarding our lack of 3CX passwords for the owner accounts, but this was an unexpected upgrade result. For those upgrading in the future, be aware that this can happen and make sure you have created 3CX passwords for your important accounts so that you can log in even if your SSO integration breaks.

Thank you, I was looking over the forums and we had the same setup, made sure to have root admin password reset and ready so it doesnt break with M365 admins.

 

[Charles_3CX]

Ensure that you also have the system owner's extensions webclient credentials (email and password), in v20 there is no root admin user, also, see the other requirements before updating to v20: https://www.3cx.com/blog/releases/v20-upgrade-checklist-faq/

Also, ensure that with M365, you have used documented process in v18 before you update :https://www.3cx.com/docs/manual/microsoft-365-v18/

 

[Charles_3CX]

Additionally, did you have the users selected under the user sync section of the M365 integration, or at least have the option enabled to sync all users from the user sync section in v18?