Applies To: Work 365 (Dynamics 365 / Power Platform)
Audience: Administrators, Billing & Provisioning Teams, Support Engineers
Overview
A Subscription—or its related License Change Log (LCL)—may sit in Awaiting Provisioning when Work 365 hasn’t triggered (or can’t trigger) the final provisioning call to the provider (e.g., Microsoft Partner Center). This guide lists the most common reasons and exactly how to fix them.
Reference: Work 365 Support Portal – Troubleshooting Provisioning Issues
Symptoms (what you’ll see)
Subscription shows Status Reason: Awaiting Provisioning for longer than expected.
Latest LCL on the subscription also shows Awaiting Provisioning.
Provisioning Message / System Message on the LCL is empty or repeats on retries.
Provider-side entitlement / license is unchanged.
Common Causes & Resolutions
| Cause | What it means | How to fix |
|---|---|---|
| Effective dates set in the future | The job won’t run until the Subscription Start Date or LCL Effective Date is reached. | Set Start/Effective Date to today or earlier. On the LCL, set Provisioning Status → Not Applicable, Save, then set Awaiting Provisioning to retrigger. |
| Add-on waiting for parent | Add-ons (e.g., Audio Conferencing) depend on the parent subscription being fully provisioned first. | Confirm parent is Active / Provisioned. Then toggle the add-on LCL Not Applicable → Awaiting Provisioning. |
| Manual Provider | Manual providers don’t auto-provision; Work 365 waits for you to complete it. | Perform the change with the provider manually, then set the LCL Provisioning Status = Provisioned (or Completed) in Work 365. |
| Provider Account missing / wrong tenant | The Subscription’s Provider or Provider Account is empty or mapped to the wrong tenant. | Populate Provider and Provider Account on the Subscription; verify the Provider Specific Account ID matches the customer tenant. Retrigger the LCL. |
| Expired/invalid provider or CRM credentials | Work 365 can’t send requests if the service/app user token or password is invalid. | Re-authenticate the Work 365 service/app user. In Providers → Microsoft Partner Center, click Verify Connectivity. After success, toggle LCL Not Applicable → Awaiting Provisioning. |
| Provider consent / refresh token expired | OAuth consent lapsed; API calls are blocked. | Re-run consent for the provider integration. Retrigger the LCL after success. |
| Prior LCL/SLCL still pending or failed | Earlier changes in Awaiting or Failed block subsequent ones. | Resolve or Archive prior LCLs/SLCLs, then retrigger the current one. |
| Reduction outside allowed window (QRB/QRW) | Quantity Reduction Behavior or Reduction Window denies the planned date. | Align the Effective Date to the allowed window or use On Renewal. Then retry. |
| Subscription state blocks updates | Subscription is Inactive / Suspended, or set to Do Nothing Provider while you expect auto-provisioning. | Set correct Status and Provider; ensure the subscription is Active. Retrigger the LCL. |
| API throttling or provider outage | Temporary rate limits or outages at the provider. | Wait and retry. Use Work 365 Jobs → Run Now for the provisioning job once the provider is healthy. |
| Sandbox entitlement caps (Partner Center) | Sandbox tenants have strict limits; request exceeds cap. | Free quota or test with smaller quantities; re-run after adjusting. |
Additional Checks
Customer field present on the Subscription and points to the correct Account.
Product & Price List valid (misconfiguration won’t usually block provisioning, but fix any blanks).
Service/App user roles: the Work 365 Service Account / Application User is Enabled and has Work 365 Service and Work 365 Portal Service roles.
Work 365 version & processes are current and Active (no suspended workflows/jobs).
Quick Recovery Procedure (Step-by-Step)
Open the Subscription and the latest LCL.
Check dates (Start/Effective) → set to today/past if appropriate.
If it’s an add-on, ensure the parent subscription is Provisioned.
Providers → Partner Center → Verify Connectivity (re-consent if needed).
On the LCL, set Provisioning Status = Not Applicable, Save, then set Awaiting Provisioning.
Run the scheduler or go to Work 365 → Administration → Work 365 Jobs and click Run Now for the provisioning job.
Confirm the Subscription = Provisioned and the LCL = Provisioned/Completed.
Diagnostics & Logs (Deeper Dive)
LCL → Provisioning Message / System Message: copy the full text for clues (e.g., invalid tenant, throttling, auth).
Work 365 Jobs: filter for Provisioning or Scheduled License Change jobs → review Error Message and Run History.
System Jobs (Dynamics): look for failed async operations tied to Work 365 entities.
Provider-side portal (e.g., Partner Center): verify whether the entitlement changed, and note any provider error IDs.
Connectivity stamp: in the provider configuration, check Last Verified / Connectivity status.
Prevention / Best Practices
Dates: Use On Renewal for reductions; schedule Custom dates within the allowed reduction window.
Parent-first: Provision parent subscriptions before add-ons.
Health checks: Add a weekly view for LCLs in Awaiting/Failed and clear oldest first.
Stable identity: Use an Application User as the Work 365 service identity and re-consent after tenant/security changes.
Provider mapping: Standardize Provider Account mapping (ID/tenant) during onboarding to avoid gaps.
Sandbox realism: Mind sandbox caps; test with realistic but permitted quantities.
FAQs
Q: How long should I wait before assuming it’s stuck?
A: Most provisioning completes within minutes. If unchanged after the next job cycle (or a manual Run Now), start the Quick Recovery steps.
Q: Can I force-provision from Work 365 if the provider is down?
A: No—wait for provider availability. For Manual Providers, complete the change externally and set the LCL to Provisioned.
Q: Toggling Not Applicable → Awaiting didn’t help.
A: Resolve prior LCL/SLCL items, verify consent/connectivity, and confirm Provider Account mapping, then retry.
What to Include if You Escalate
Subscription ID and LCL ID
Customer Account, Provider & Provider Account (tenant GUID)
Full Provisioning Message / job Error Message
Timestamps of attempts, and whether Verify Connectivity / consent succeeded
Whether it’s parent vs. add-on, and any prior LCL/SLCL states
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