What you’re seeing
- A user changes their Windows password at the office but Outlook and Teams keep accepting only the old one.
- New passwords take hours to work in Microsoft 365 instead of a couple of minutes.
- Name changes and new users sync normally while password changes don't.
- The Entra Connect server's event log shows warnings such as event 611 about password synchronization.
- Entra Connect Health reports that password hash sync hasn't run recently.
Common causes
Every environment is different, but these are the causes our engineers find most often:
- The password hash synchronization feature stopped or was turned off in Entra Connect.
- The sync account lost the replication permissions it needs to read password hashes from AD.
- The Entra Connect server can't reach a domain controller, often after a DC was retired or replaced.
- An outdated Entra Connect version has known password sync issues or is no longer supported.
- The server running Entra Connect has an incorrect clock, failing services or limited disk space.
Why it matters
When old passwords keep working in Microsoft 365, a password reset after a security scare doesn't actually lock anyone out. That means a former employee or an attacker who learned a password can keep reading email and files. Staff also get confused when different apps want different passwords, leading to lockouts and helpdesk calls. Because the rest of sync looks healthy, the problem can go unnoticed for a long time.
How AskTechGurus fixes it
Skip the trial and error. A certified engineer works on your actual system, finds the root cause, and fixes it properly.
Tell us what’s happening
Submit a ticket in about two minutes. Paste the error, describe what changed, and pick your tier. No charge to submit.
A certified engineer diagnoses it
A vetted, US-based systems engineer claims your ticket, usually within minutes during business hours, and investigates over a secure remote session you can watch and end at any time.
Fixed and verified with you
The engineer resolves the root cause and confirms with you that it’s working. You don’t just get a workaround, and you get a plain-English summary of what was wrong.
Pay only when it’s resolved
Fixed price from $99, invoiced only after you approve the fix. If it isn’t resolved, you don’t pay.
Frequently asked questions
Why does everything else sync but passwords don't?
Password hash sync is a separate process inside Entra Connect with its own permissions and schedule. It can fail on its own while user and group changes keep flowing.
Is this a security risk?
Yes. If a compromised password is changed on-premises but the old one still works in Microsoft 365, the account stays exposed.
Can you fix password sync remotely?
Yes. A certified US engineer reviews the sync server through a secure remote session, often in a single session. It starts at $99, and you pay only once it's resolved.