Skype4b Online SIPAddress/UPN Mismatch

A recent troubleshoot case for which I did not have enough alcohol for to deal with.  A client was enabled in Office 365 for Skype Online, but had issues with Signing into the Skype client.  Checked all the usual suspects like DNS, licensing, PEBCAK, all without success.  Everything in the Portal looked correct.

PowerShell time:
Import-Module SkypeOnlineConnector
$credential = Get-Credential
$session = New-CsOnlineSession -Credential $credential
Import-PSSession $session -AllowClobber

Get-CsOnlineUser -Identity “Bob Smith” | fl *voice*,*PSTN*,*lineuri*,ObjectID,*SIP*,UserPrincipalName

In my output, the the SipAddress and the SipProxyAddress was a combination of the users ObjectID and UserPrinciplaName.  Armed with this new information, the user was able to use the combined SIP address as the Sign in Address, then use his UPN name for the User Name, and then the password.  It worked, but not acceptable.

Unfortunately we are provided with few tools to affect changes.  I am more accustomed to On Premises deployments where I can play god, but in Skype Online, I just feel more like Perseus or Hercules, some god-like powers, but outside looking in and a little bitter…

Set-CsUser is very limited in the Skype Online PowerShell, and you definitely can not modify the SIP Address, as per Article ID: 2909916.  So, very frustrating.

Technically, the SIP address is supposed to be populated with the User Principal Name (UPN), but in some odd cases, this does not happen.  After trying way to many ways to list to correct this, the “only” way currently (April 4, 2017, it’s O365, things change monthly) is to change the users UPN attribute via PowerShell.  You can try Option A and see if it works.  This particular case required Option B, much more extreme and time consuming.

Option A)
1) Start Windows PowerShell
2) run: Install-Module -Name MSOnline
3) after installation is complete, run: Connect-MsolService and enter credentials.
4) Run: Get-MsolUser -UserPrincipalName “” | fl to confirm successful connection.
5) To change the UPN: Set-MsolUserPrincipalName -UserPrincipalName “” -NewUserPrincipalName “”

Now wait and O365 Minute (15-60 minutes), and observe that the users Account changes in the Portal.  Their Sign in address as well as their default SMTP address change.  Using your SkypeOnline powershell, recheck the SIP address.

Option A is actually very similar to a Online user name change, where you would set the UPN to their new name in essence, and once changes have completed, you would just stop there.  In this situation, we want to change back to, and assuming the above process worked,  run the following command and wait another O365 Minute:

6) Run: Set-MsolUserPrincipalName -UserPrincipalName “” -NewUserPrincipalName “”

Bob wasn’t so lucky in his case.

Option B)
1)  Make note of the user’s current UPN, and any other Skype properties like LineURI, ect:  Get-CsOnlineUser -Identity | fl *voice*, *PSTN*, *lineuri*, ObjectID, *SIP*, UserPrincipalName
2) Skype Online disable the user by removing all Skype licensing including but not limited to: Skype for Business Cloud PBX, Skype for Business PSTN Conferencing, Skype for Business Online, Skype for Business PSTN Consumption
3) Wait a O365 minute for the users Skype properties to fall off
4) Follow steps 1-5 in Option A using PowerShell to modify the UPN and wait the O365 Minute.  Additionally check the Users Exchange email address properties.  Here you can also see the incorrect SIP address prior to changing the UPN. It should disappear and the EUM address should also change.  IF the default SMTP address has changed to the new UPN, but the EUM has not, manually change it by just removing the ObjectID from the address, and then remove the bad SIP address.
5) Run step 6 of Option A, wait the O365 Minute for the Primary email address and user name to change back.  Check the Email Addresses again, see that the EUM has also changed to the correct UPN/email address and not the ObjectID
6) Re-enable the Skype Licensing that you previously disabled, and wait for Skype Online Provisioning to take place again for the user.  (O365 minute)

Assuming everything went well, the SIP Address should end up populating with the UPN address once again.  Verify the Email Address properties, PS or Portal, see that EUM and SIP are correctly populated.

Site wide validation couldn’t hurt right, try this Skype Online PS command:

get-csonlineuser | where {$_.SipAddress -ne “sip:”+ $_.userprincipalname} | fl DisplayName,UserPrincipalName,Sip*

Oh, and no explanation as to why this might happen, though the internal thinking is it’s DirSync related, BUT this client never had a Domain let alone DirSync.



One thought on “Skype4b Online SIPAddress/UPN Mismatch”

Leave a Reply

Your email address will not be published. Required fields are marked *