Question

Your company synchronizes on-premises Active Directory to Microsoft Entra ID using Entra Connect Sync. After creating a new user in AD, the account fails to appear in Microsoft 365. In the Entra ID portal you find a synchronization error indicating that the object is in a quarantine state because another already-synced user has the same userPrincipalName value. You need to resolve the synchronization error so the new user provisions correctly, while ensuring the original user remains unaffected. What should you do?

Accepted Answer

Correct the duplicate userPrincipalName on the new on-premises AD account, then run a delta synchronization cycle.

Answer

Delete the new user object in Microsoft Entra ID and re-create it manually as a cloud-only account.

Answer

Enable the SoftMatch feature in Entra Connect and restart the synchronization service.

Answer

Place Entra Connect Sync into staging mode and re-run a full import to clear the quarantine.