Partner Connect stopped working: what the banner says and how to fix it

This is for the MSP admin who sees a red "Partner Connect stopped working" banner in Lemhi Engage, or an error when the Import list loads. Each section below is headed by the text Lemhi shows. When you finish, Microsoft accepts Lemhi's sign-in again and the banner is gone.

Where it shows

The banner sits at the top of Lemhi Engage. It always reads "Partner Connect stopped working:", then the cause, then:

"Until it's fixed, Lemhi can't scan clients, show their Microsoft data, or link new clients to Microsoft."

The same cause shows on Settings > Microsoft Partner Account, where the card says Needs attention. Select Review connection on the banner or the card to open the drawer. It lists:

• Connected Partner Connect account: the account Lemhi signs in as.

• Problem: the cause, in the words used for the headings below.

• First detected and Last checked.

• Affected: scans, Microsoft data on client pages, and linking clients to Microsoft, for every client, including your own tenant.

• How to fix it: the steps for that cause, and Manual checks when there are any.

Under the steps are Check again and Reconnect. Anyone with Admin or Member access to your MSP in Lemhi can use either one. After you reconnect, the drawer opens again and runs the check for you.

Every client sign-in runs as this one account. While it's broken, the drawer's Client connections section says "Lemhi can't check your clients until the partner account sign-in is fixed." Each client's settings card and overview strip say "Lemhi can't sign in to this client until your partner account sign-in is fixed." with a Review connection link, in place of any client finding. Fix the partner account first. Client findings come back once it works.

The account <account> is disabled in Microsoft.

The account that completed Partner Connect is disabled in your own Microsoft Entra tenant.

1. In Microsoft Entra, re-enable the account.

2. In the drawer, select Check again.

3. If the check still fails, select Reconnect. You can sign in with another admin account that belongs to AdminAgents in Partner Center.

The password for <account> expired.

The account's password expired in your own tenant.

1. Reset the password for the account.

2. Select Reconnect and sign in with the new password.

Microsoft can't find the account <account> in your Microsoft tenant.

Microsoft can't find the connected account in your own tenant. The fix is a new connection with an admin account Microsoft can find.

1. Select Reconnect and sign in with an admin account that belongs to AdminAgents in Partner Center.

Microsoft no longer accepts the sign-in for <account>.

In the drawer, when Microsoft reported a time, this reads "Microsoft stopped accepting the sign-in for <account> on <date and time>. This happens when the account's password is changed or reset, or an admin revokes its sessions."

1. Select Reconnect and sign in as that account with its current password, or as another admin in your AdminAgents group in Partner Center.

When Microsoft gave a time, the drawer adds a manual check: "If no one at your company changed this password or revoked sessions on <date and time>, review this account's sign-in and audit logs in Microsoft Entra."

Microsoft didn't approve Lemhi's permissions

This shows after a connect, when Microsoft came back without Lemhi's permissions approved. Microsoft returns the same answer when the account can't approve the permissions and when someone cancels, so Lemhi doesn't say which one happened.

Lemhi asks Microsoft to show the approval on every connect. An administrator who approved Lemhi for your tenant earlier doesn't let another account skip it.

Approving needs an account with Cloud Application Administrator or Application Administrator in Microsoft Entra. Pick one:

1. Connect with an account that holds one of those roles and accept.

2. Or, on Settings > Microsoft Partner Account, select Copy connect link and send it to someone who holds one of those roles.

The link works once. If the person who opens it sees the same message, they ask you for a new link (the button reads Copy a new link once a link expires), then open it and sign in with an account that holds one of those roles.

Microsoft no longer accepts the sign-in this connection uses. Reconnect Partner Connect to restore access.

This shows in Clients > Add Client > Import from Microsoft 365 (and in Link M365 tenant) when the list of tenants can't load. It's the same broken sign-in the banner describes.

1. Select Reconnect Partner Connect under the message.

The Microsoft sign-in behind this connection didn't include a required MFA step. Reconnect and complete the MFA prompt.

Microsoft requires multifactor authentication for partner access, and the sign-in Lemhi stored never completed it.

1. Select Reconnect Partner Connect.

2. Complete the MFA prompt when Microsoft shows it.

The connected account can't list GDAP customers. Reconnect with an account that is a member of AdminAgents in Partner Center.

The account is signed in, but Partner Center doesn't let it see your GDAP customers.

1. Select Reconnect Partner Connect and sign in with an account that is a member of AdminAgents in Partner Center.

Failed to load Microsoft tenants. Please try again.

Something temporary stopped the list from loading. Try again in a few minutes.

Connection restored

After Check again or a reconnect succeeds, the drawer shows "Connection restored" with: "Microsoft accepted the sign-in for <account>. Lemhi can scan your clients and show their Microsoft data again. Employee lists update in the nightly sync at <time>."

The time is the nightly sync (02:00 UTC) shown in your own time zone. Scans and Microsoft data work right away. Employee lists catch up in that sync, not at the moment of the fix.

If the check still fails, the drawer shows "The problem remains" and the current cause. If the check can't run, it shows "Couldn't finish the check" with "Try again."

Related

• Before you connect a client

• Lemhi can't sign in to a client's tenant

• Client won't connect

Still stuck? Send your Lemhi contact the account shown under Connected Partner Connect account, the Problem text, and the First detected and Last checked times from the drawer.