Symptoms

Office365 executing configuration script task fails with the following error:

Method unlock_customer calling failed. Reason:SubscriptionCanceledFault Method: ReactivateSubscription

Cause

Possible reason - non-active subscription status on the Microsoft side.

Resolution

First please check the following aspects on the side of OSA:

  1. Are there any canceled orders related to the subscription on the BA side?
  2. In case they are, check Service Status History tab for Stopped\Started statuses.
  3. Check service started and service stopped events in BA Event log.

  4. Check the sitelog on MOSI GW server for the same timeframe to find entities like:

     DEBUG flow: Trying to reactivate subscription f34c-...-aecaf for customer dc6-...-fdd3
 ERROR mosi-clients: <<< ReactivateSubscription by exception
 ERROR endpoint: Method unlock_customer calling failed. Reason:SubscriptionCanceledFault Method: ReactivateSubscription

Contact Microsoft support with the XMLPayload request and response.

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