Troubleshooting Azure AD Migration: Resolving the Password Change Error

Migrating user profiles from a local Active Directory (AD) environment to Azure AD (now part of Microsoft Entra) can be a challenging process—especially when unexpected error messages crop up. One perplexing issue reported on the Spiceworks Community involves an error popup stating, "Your password was changed on a different device. You must sign in to this device once with your new password and then you can sign in with Windows Hello." In this article, we break down the possible causes of this error, share community insights, and provide practical troubleshooting steps that Windows admins can follow to resolve the issue.

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Introduction​

When performing migrations from on-premises AD to Azure AD, many administrators expect a smooth transition. However, in a recent Spiceworks thread, one user detailed a scenario where—after migrating a user account via ProWiz—the login screen displayed a confusing prompt indicating that the password had been changed on a different device. Before the migration, the user had been employing Windows Hello’s facial recognition, but post-migration, options for PIN or facial recognition disappeared under the organization’s management policies. This discrepancy led to login issues until the user manually re-entered his email and password.
This article leverages the detailed community discussion from Spiceworks (view the original discussion Your password was changed on a different device error message) to provide a comprehensive guide to understanding and troubleshooting this error.

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Understanding the Error​

What Does the Message Mean?​

At its core, the error message suggests a discrepancy between the credentials or authentication methods that the device expects and those that have been registered or updated in the new environment. Here are some key observations:

• Post-Migration Inconsistency:
  The user migrated from a local AD to Entra AD but still inherited components from the original profile (like Windows Hello settings). This misalignment sometimes triggers Windows 10/11 to believe that the password change occurred on another device—even though it was the result of profile conversion.
• Windows Hello and Credential Management:
  Windows Hello is an on-screen authentication system that can utilize facial recognition or PIN. When a user’s device is managed under organizational policies, these methods are often strictly controlled via Intune or group policy settings. If those policies are not migrated or correctly applied after the move, Windows might inadvertently show errors.
• Intune and Enrollment Considerations:
  As noted in the discussion, one administrator discovered that the error was linked to Windows Hello being disabled under enrollment in Intune—differentiating the migrated user from another who experienced a seamless login.

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Community Insights on the Issue​

The Spiceworks discussion provided a wealth of real-world troubleshooting insights. Here’s a snapshot of the community responses:

• Credential Clearing:
  One contributor suggested removing any PIN or facial recognition data associated with Windows Hello. A simple reboot after clearing these credentials has, in some cases, resolved such discrepancies.
• Entra Portal Verification:
  Another user advised checking the Entra portal, specifically under Protection/Authentication Methods, to verify whether FIDO2 (or other authentication methods) is enabled. Sometimes, the propagation of new settings in Azure AD may take up to an hour, which can cause temporary errors.
• Group Policy Migration:
  A comment pointed out that while the user had migrated the profile, no group policies were moved along. Windows Hello is often enabled or disabled via group policies in a LAN environment. Failing to migrate the policies alongside the user profile can trigger unexpected behavior at the login screen.
• Intune Management:
  The error was later confirmed to be related to Intune enrollment settings for one of the users. One migration resulted in Windows Hello being automatically disabled for that account, prompting the confusing error when Windows tried to prompt for facial recognition as part of Hello.

These insights highlight that a multifaceted approach—addressing credentials, policy settings, and device management configurations—is necessary to troubleshoot the error effectively.

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Troubleshooting Steps​

If you encounter the "Your password was changed on a different device" error post-migration, consider the following step-by-step guide:

1. Remove Existing Windows Hello Credentials​

• Clear PIN and Facial Recognition Data:
• Navigate to Settings > Accounts > Sign-in Options.
• Remove any PINs or facial recognition data currently registered.
• Restart your device.

This simple step can often reset the authentication state and clear cached credentials that might be causing the error.

2. Verify Azure AD (Entra) Configuration​

• Check Authentication Methods:
• Log into the Entra portal.
• Under the Protection/Authentication Methods section, verify that necessary methods (e.g., FIDO2 security keys) are enabled.
• Wait for Propagation:

After updating or verifying the settings, allow some time (up to an hour) for changes to propagate across the network.

3. Review Group Policy Settings​

• Confirm Policy Migration:
  If you used migration tools such as ProWiz, ensure that your group policies—especially those related to Windows Hello—are either migrated or re-configured:
• For Windows Hello:

Verify that policies enabling PIN, facial recognition, and other authentication methods are correctly applied.

• A missing or altered group policy can leave devices in uncertain authentication states.

4. Check Intune Enrollment Settings​

• Assess Your Enrollment Configuration:
  The community discussion noted that in some cases, Windows Hello may be disabled due to Intune enrollment settings:
• Open the Microsoft Endpoint Manager admin center.
• Check the settings configured for user enrollment.
• If Windows Hello for Business is disabled intentionally, ensure that users are informed and have an alternative login method (e.g., email and password).

5. Rejoin Azure AD (if needed)​

• Disconnect and Rejoin the Device:
• As an alternative troubleshooting measure, disconnect the device from the current Azure AD connection.
• Rejoin the device back to Azure AD using the correct credentials.
• This process can refresh the security tokens and ensure that the new migration data is properly loaded.

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Deeper Insights: Why Do These Issues Occur?​

Migration Complexities​

Migrating from a local AD environment to a cloud-based solution like Azure AD is never a “set it and forget it” process. Even with advanced tools like ProWiz, account migration can sometimes leave remnants of the original system settings on devices. This is especially true for features like Windows Hello, which rely on tightly controlled credentials and require precise synchronization between the device and the management platform.

Policy Propagation Delays​

When environmental configurations are updated in systems like Azure AD or through Intune, there can be a delay in propagating these changes to all devices. This delay might lead devices to operate on outdated policies temporarily—resulting in erroneous error messages like the one discussed here.

The Role of Windows Hello​

Windows Hello was designed to provide a secure—and user-friendly—login experience. Its reliance on biometric data and PINs means that any mismatch in credentials, especially after a migration where the underlying user profile has been altered, can prompt Windows to request re-authentication in confusing ways. If the device is locked down by policy, the usual means of setting up Windows Hello might not be available, further complicating the scenario.

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Additional Recommendations for IT Admins​

Given the nuances of this error, here are some more considerations for administrators managing similar migrations:

• Document the Migration Process:
  Keep detailed logs of which settings and policies were migrated. This documentation will be invaluable if troubleshooting unexpected behavior arises.
• User Communication:
  Inform your users ahead of migration about potential login issues. Advising them to expect a prompt to re-enter credentials—and explaining the reasons—can reduce frustration.
• Test on a Small Scale:
  Before a full-scale migration, perform tests on a limited number of user accounts. This practice can help identify issues in controlled scenarios without widespread impact.
• Monitor Policy Rollouts:
  Use tools like the Microsoft Endpoint Manager to track when new policies have propagated. If possible, schedule migrations during off-peak hours to allow adequate time for system updates to take full effect.
• Stay Informed on Microsoft Updates:
  As Microsoft constantly refines Windows Hello and related identity management features, patch notes and official advisories may provide insights into known issues and fixes. Regularly review these updates to ensure your organization’s environment benefits from the latest optimizations and security enhancements.

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Conclusion​

The "Your password was changed on a different device" error message can be disconcerting, especially during a critical migration from local AD to Azure AD. However, understanding its root causes—from credential caching to policy misconfigurations—can pave the way for effective troubleshooting. By following the steps outlined above, Windows admins can systematically address the error, ensuring that users regain seamless access to their devices without compromising security.
In summary:

• Remove cached Windows Hello details and restart to clear potential conflicts.
• Verify and update settings in Azure AD/Entra to ensure all authentication methods are correctly enabled.
• Review group policies and Intune enrollment settings to catch any misconfigurations following a migration.
• Use rejoining strategies if necessary to force a refresh of credentials and policies.

These steps not only help resolve the current error but also establish a best-practice framework for handling future migration challenges. Remember, network environments are dynamic and require constant vigilance—what may seem like a minor error message can sometimes highlight larger systemic issues that, when addressed, lead to a more secure, efficient, and user-friendly IT ecosystem.
Feel free to share your experiences or additional tips in the forum discussion below. Together, we can ensure that no password prompt leaves our users in the dark. Happy troubleshooting!

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Source: Spiceworks Your password was changed on a different device error message