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Global Admin cannot reset user's password

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Hi,

 

I am a Global Administrator for my company's Office 365 account.  We have a user unable to sign in and when attempting to reset the password going to https://portal.microsoftonline.com/ and going to the Admin panel > Management > Users > selected a user > Reset password, I get the following message: "Sorry, this user's password wasn't reset.  Try again later.  I have tried calling technical support but they have simply kept transferring me back and forth between a representative and an engineer and asking me to do the aforementioned action.   I have also tried to clear the cache, using a different browser, viewing in Private Browsing mode, and using a different computer altogether with no results.  Is there anyone out there that has the same issue or can assist me?  Any help will be greatly appreciated!  Thanks.

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