During initial Teams sync in the Voice for Microsoft Teams Admin Portal (or new user sync), the sync fails with the following error listed in the Sync History log.
When this happens, all other Teams sync operations will fail with the same error message, and users will not be properly provisioned to use Voice for Teams.
- Management object not found for identity "UserName@Company.com"
Note: As a result of this and other initial user sync failure issues, the affected user's dial pad will not appear in Teams. The issue must be corrected as stated below, and a new full Sync Now process run in the Voice for Teams admin portal.
- 8x8 Voice for Microsoft Teams
- Microsoft Teams
- Voice for Microsoft Teams Admin Portal
This issue is caused by a mis-configuration in the Microsoft service.
Other causes cannot be ruled out at this time, but this specific issue may be caused when Microsoft Powershell attribute msRTCSIP-DeploymentLocator has a value SRV from previous usage with on-premise Skype for Business Server.
The customer's IT team must clear the SRV value from the attribute msRTCSIP-DeploymentLocator. Once this is performed, wait a few minutes for the change to propagate on the Microsoft side, and then re-initiate a full sync in the Voice for Teams admin portal (click Sync Now).
It's been noted that removing msRTCSIP references from an affected Teams user may resolve this issue.