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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Can't remove or di...
Microsoft Dynamics CRM (Archived)

Can't remove or disable old users

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Posted on by Community Member

How do I delete and create a new instance on Dynamics CRM Online 2016 with a clean set of Users?

Our organisation has Microsoft Dynamics CRM Online internal use rights (IUR) benefit for MPN members with 15 licences. This gives us a Production and a Sandbox licence to use.

I have assigned 10 license.

When I delete and recreate either the Sandbox or Production instance I get my 10 users I expect, but then I also have 4 additional users which I think came from an earlier on premise version of CRM we were trialing.

The Full name either has a # symbol at the beginning or the end of their name.

These other 4 users do not consume a licence but are listed under the enabled users. I can't disable them or seem to get rid of them.

How can I completely reset my Dynamics CRM Online 2016 instances?

Deleting them and recreating them just seems to always create the same set of users.

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  • Community Member Profile Picture
    Community Member on at

    You can't delete users in CRM. Ever. Not online nor on-premises.

    This maintains the integrity of existing data that may have been created, modified or owned by these users.

    You should be able to disable them, but if they are legacy users who never existed in this O365 environment and only exist in the CRM database that you migrated, then it might not be possible.

    If they are not consuming a licence, does it really matter?

  • Community Member Profile Picture
    Community Member on at

    I want to drop and recreate the whole environment.

    Why would it keep the users?

    The other issue is that they are listed in the "Active" users. I can't disable them.

  • Verified answer
    Robert Wittig Profile Picture
    Robert Wittig 1,885 on at

    To disable them in CRM online you have to remove their licenses in Office 365.

    If you are really sure you want to reset the environment, you can open a ticket with Microsoft to do this.  Keep in mind when you reset the environment all customizations and data is lost, I would encourage you to back up your solutions and any data you want to keep intact.

  • Community Member Profile Picture
    Community Member on at

    The users in question do not have any CRM Licences assigned in Office 365.

    I have tried assigning and then removing the license but they remain in the Enabled Users list. I have created a support ticket with Microsoft and waiting to hear back.

  • Verified answer
    Robert Wittig Profile Picture
    Robert Wittig 1,885 on at

    Are they global admins in office 365?

  • Community Member Profile Picture
    Community Member on at

    Yes they are.

    If I remove them as Global Admin will they be removed?

  • Robert Wittig Profile Picture
    Robert Wittig 1,885 on at

    Removed no, disabled yes.

  • Community Member Profile Picture
    Community Member on at

    Thanks. I can see they are now disabled.

    Good to know about the Global Admin.

    I am now deleting my instance and recreating it again to see if they will be removed.

  • Community Member Profile Picture
    Community Member on at

    Ok. Recreating the instance does not have the old users now.

    Why do Global Admin user automatically get created in CRM instances even when they are not assigned a CRM licence?

  • Robert Wittig Profile Picture
    Robert Wittig 1,885 on at

    I am pretty sure it has to do with the fact that they want to ensure that someone always has administrative access to Dynamics CRM (Add remove users, etc.).  Office 365 has some protection in place so that there is always 1 Global Admin.

    You can read more about it here:  community.dynamics.com/.../crm-online-and-office-365-the-global-admin

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