Resolving License Change Log (LCL) Provisioning Failures

Applies to: Work 365 | Audience: Administrators, IT Teams, Billing Specialists

Overview

In Work 365, automatic provisioning of subscriptions may sometimes fail, resulting in a "Failed Provisioning" status on License Change Logs (LCLs). This guide outlines common provisioning error messages, their causes, and step-by-step resolutions to help users efficiently troubleshoot and resolve LCL provisioning failures.

Common Provisioning Errors and Resolutions

1. Prior License Change Logs Awaiting or Failed Provisioning

Cause:

A previous LCL is either awaiting provisioning or has failed, preventing new license changes from processing.

Resolution:

✅ Identify the first failed LCL and resolve its issue.
✅ Update its Provisioning Status to "Awaiting Provisioning".
✅ Update any subsequent failed LCLs to "Awaiting Provisioning" and retry provisioning.

2. Account Does Not Exist for Subscription

Cause:

The subscription is not linked to a customer account in Dynamics 365.

Resolution:

✅ Open the Subscription record in Dynamics 365.
✅ Ensure the Customer field is populated. If missing, assign the correct CRM account.
✅ If the Customer field is locked, use the Dynamics Level Up Extension (God Mode) to unlock and edit it.
✅ Return to the LCL and set its Provisioning Status to "Awaiting Provisioning" to retry.

3. Provider Account Does Not Exist for Subscription

Cause:

The provider account for Work365.Providers.MicrosoftCspProvider is missing.

Resolution:

✅ Navigate to Work 365 > Provider Accounts.
✅ Ensure the customer’s Provider Account is mapped to a CRM account.
✅ If missing, create a new CRM account and map it under Provider Accounts.
✅ Update the LCL Provisioning Status to "Awaiting Provisioning" and retry.

4. Error Connecting to Partner Center: Timeout

Cause:

Work 365 could not connect to Microsoft Partner Center due to a timeout error.

Resolution:

✅ Change the LCL Provisioning Status back to "Awaiting Provisioning" and retry.
✅ Navigate to Work 365 > Providers > Microsoft Partner Center, then click "Verify Connectivity".
✅ If verification fails, the consent token for the Work 365 integration account may have expired.
✅ Re-authenticate with Microsoft Partner Center, then retry provisioning.

5. Maximum Subscription Limit Reached (Sandbox Environments)

Cause:

Sandbox environments only allow up to five (5) subscriptions per customer.

Resolution:

✅ Deactivate additional subscriptions in Work 365.
✅ If needed, create a new customer, billing contract, and subscriptions for testing purposes.

6. Missing Partner Agreement Confirmation

Cause:

The required Customer Agreement is missing.

Resolution:

✅ Navigate to Work 365 > Agreements.
✅ Create a new customer agreement.
✅ Return to the LCL and set the Provisioning Status to "Awaiting Provisioning".

7. Missing Provider Part Number

Cause:

The Provider Part Number is missing from the subscription.

Resolution:

✅ Navigate to Work 365 > Products.
✅ Locate and copy the Provider Part Number.
✅ Paste it into the subscription’s "Provider Part Number" field.
✅ Set the Provisioning Status to "Awaiting Provisioning" to retry.

8. Input String Was Not in the Correct Format

Cause:

Microsoft Partner Center was unavailable at the time of provisioning.

Resolution:

✅ Open the failed LCL and set its Provisioning Status to "Awaiting Provisioning".
✅ Retry provisioning multiple times if necessary.

9. Object Reference Not Set to an Instance of an Object

Cause:

A generic error indicating an unidentified issue within Dynamics 365.

Resolution:

✅ Contact Work 365 Support at support@work365apps.com.
✅ Provide screenshots and a detailed error report.

10. Synnex Provider: Status Code BadRequest

Cause:

This error occurs with Synnex automatic provider subscriptions.

Resolution:

✅ Ensure the Synnex provider setup is correctly configured.
✅ Verify connectivity by navigating to Work 365 > Providers > Synnex, then click "Verify Connectivity".

11. Account is on Credit Hold

Cause:

The customer’s account is on credit hold, preventing provisioning.

Resolution:

✅ Lift the credit hold on the account.
✅ Retry provisioning by updating the LCL Provisioning Status to "Awaiting Provisioning".

12. Subscription Not Found in Partner Center

Cause:

The Subscription ID does not exist in Partner Center.

Resolution:

✅ Verify the Subscription ID in Partner Center.
✅ If missing, update the LCL Provisioning Status to "Not Applicable".

13. Subscription Quantity Requirement Not Met

Cause:

Some subscriptions require a minimum quantity to be provisioned.

Resolution:

✅ Deactivate the failed subscription.
✅ Create a new subscription with the required quantity.
✅ Ensure the correct provisioning frequency is set before saving.

14. Billing Cycle Mismatch Between Parent and Add-on Subscription

Cause:

The provisioning frequency of the add-on does not match the parent subscription.

Resolution:

✅ Deactivate the failed subscription.
✅ Set the Provisioning Status of the LCL to "Not Applicable" and archive it.
✅ Create a new subscription with the correct provisioning frequency.

15. Subscription Cannot Be Updated Due to Deleted Status

Cause:

The subscription was deleted in Partner Center.

Resolution:

✅ Create a new subscription for the same product.
✅ Ensure it provisions successfully.
✅ Deactivate the previous subscription and archive the LCL records.

Additional Notes

✔ Always check Work 365 logs for detailed error messages.
✔ Microsoft Partner Center downtime can cause temporary provisioning failures.
✔ Contact Work 365 Support if none of the above solutions resolve the issue.