Customer Engagement & Dynamics CRM Forum

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Recovering Admin Access

  • 1.  Recovering Admin Access

    Posted 01-16-2017 05:18 PM
    I think I have a doozy for you.

    I inherited ownership of a CRM instance where there is no one left at the company that has admin access to it.

    The people who originally set up CRM did some weird stuff to it.  It's not tied to our company Office 365 or those accounts.  We've tried looking through old email files to find login information with no luck.

    We have access to the server. 

    Has anyone solved a problem like this before? 

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    Holly Czuba
    Marketing Director
    Cumberland International Trucks, LLC
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  • 2.  RE: Recovering Admin Access

    TOP CONTRIBUTOR
    Posted 01-16-2017 05:46 PM
    Hi Holly -

    Do you have a Microsoft rep that works with you?  I'd recommend reaching out to them to see if they can help at all.

    Otherwise, I'd suggest logging a support ticket on Customer Source.

    https://mbs.microsoft.com/customersource/northamerica/CRM/support/support-lifecycle/CRMSupport

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    Pete Majer
    Principal Consultant
    Sonoma Partners
    Chicago IL
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  • 3.  RE: Recovering Admin Access

    Posted 01-17-2017 08:57 AM
    No, I have no information about a Microsoft Rep.  I inherited this problem and the original set up was 3+ IT and Marketing directors prior to me. 

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    Holly Czuba
    Marketing Director
    Cumberland International Trucks, LLC
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  • 4.  RE: Recovering Admin Access

    Posted 01-17-2017 07:00 AM
    Hi Holly,
    on premise or crm online?

    Marco

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    Marco Grimaldi
    Kavo Kerr Group
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  • 5.  RE: Recovering Admin Access

    Posted 01-17-2017 08:58 AM
    On premise

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    Holly Czuba
    Marketing Director
    Cumberland International Trucks, LLC
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  • 6.  RE: Recovering Admin Access

    Posted 01-17-2017 07:28 AM
    A few ideas;

    If you know who used to be the Admin, you could try re-activating their AD account and resetting their password.  Then, log in as that user, and grant your user the Administrator role.
    If you're on-premise and have access to the database, it would be easy enough to write some sql to add the System Administrator role to your user profile.  Post back if would like to pursue that, I can help.
    If you're online you could open a ticket with MSFT.

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    Dave Ireland
    VP Technical Services
    Salentica
    Toronto, Canada
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  • 7.  RE: Recovering Admin Access

    Posted 01-17-2017 09:07 AM
    If you know who used to be the Admin, you could try re-activating their AD account and resetting their password.  Then, log in as that user, and grant your user the Administrator role.
    If you're on-premise and have access to the database, it would be easy enough to write some sql to add the System Administrator role to your user profile.  Post back if would like to pursue that, I can help.
    If you're online you could open a ticket with MSFT.

    We do know who the Admin use to be, no one would have de-activated his account.  We have reset his password - for some reason that didn't work. My IT guy DID add m as a system admin via sql... This Dynamics instance was set up weirdly - it does not appear to be connected to or communicating with 365 at all. I don't know that connection was correct at one point and one of the 4 IT directors in the last 2 years messed something up, or if the original installer did something else entirely. We did open a ticket with Microsoft. 

    Thanks for the ideas! At least, I'm glad to know we are thinking in the right direction(s). 


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    Holly Czuba
    Marketing Director
    Cumberland International Trucks, LLC
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  • 8.  RE: Recovering Admin Access

    Posted 01-17-2017 03:38 PM
    OK sounds like a ticket was the right call.  If you need a quick/temporary remedy, I do have a sql script that you can execute that will add the CRM System Admin role to your user profile.  You can email me at my first initial + lastname @salentica.com if you would like a copy.
    Good luck!
    Dave

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    Dave Ireland
    VP Technical Services
    Salentica
    Toronto, Canada
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  • 9.  RE: Recovering Admin Access

    Posted 01-17-2017 01:18 PM
    We had one customer in a similar situation and Microsoft was able to get the CRM tenant "moved" to tie with their Office 365. In their case they had created the CRM tenant separate from Office 365 so of course no email, etc would work and they had no admin people connected with their CRM tenant.

    I would say that in hindsight, the CRM instance was quite a mess and we might have been better to start with a fresh instance but we did sort out with Microsoft's help.

    So I'd raise a case with Microsoft and see if they can help you through how to resolve.

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    Rosalyn Arntzen
    President & CEO
    Amaxra, Inc
    Redmond WA
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  • 10.  RE: Recovering Admin Access

    Posted 01-18-2017 07:05 AM

    Ticket is for sure the best option.
    Otherwise I would try to get list of users with system administrator role in CRM through SQL query.




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    Marco Grimaldi Kavo Kerr
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  • 11.  RE: Recovering Admin Access

    SILVER CONTRIBUTOR
    Posted 01-24-2017 09:07 AM
    Hello Holly,

    Was this resolved? How did Microsoft proceed with a request like this?

    Thanks'

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    Alexandros Miaris
    CRM Consultant
    PPG Industries
    Athens
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