Your RM Unify establishment is federated to a domain in Microsoft® 365™. When a user clicks a Microsoft 365 app tile from their RM Unify Launch Pad, instead of being directed straight to the app, they see one or more of the following symptoms:

• Microsoft 'Pick an account' sign in page (see the screenshot below).
• A looping Microsoft sign in window 'Taking you to your organization's sign-in page'.
• An error page "Oops, something went wrong.  An unexpected error has occurred while signing you in". 

This can occur in the following circumstances:

• The Microsoft 365 account, mailbox, etc. have not yet been provisioned by Microsoft.
• The Microsoft 365 account has been blocked.
• The Microsoft 365 account username (also known as the user principal name) has been changed and no longer matches the email address of the user in RM Unify.
• The Microsoft 365 account does not have a unique link to the user's RM Unify account.

1. Sign in to Microsoft 365 as a global administrator.
2. In Users, Active Users, search for and select the user.
3. Click 'Unblock sign-in'.
4. Click Save, Close.

1. Sign in to Microsoft 365 as a global administrator.
2. In Users, Active Users, search and select the user.
3. Next to Username/Email, click Edit.
4. Confirm the email address showing 'Primary email address and username' matches the email address held for the user in the RM Unify Management Console.
5. If it does not match and the RM Unify email address is instead showing under Aliases, then, next to the RM Unify email address, click 'Set as primary', 'Save to re-assign the RM Unify email address as the primary address'.