I'm looking for suggestions regarding an ongoing issue with a specific user in our company. We rely on a certificate stored in the user's personal certificate store to confirm if a laptop is managed by the corporation. This certificate is essential for accessing Microsoft 365 items. However, one user continuously faces problems when attempting to access SharePoint; he gets blocked because his valid certificate isn't being recognized. When I generate a new certificate and delete the old one, he can access SharePoint for a couple of days, but then the issue returns. This has been an ongoing problem for months, making him call me each time for a new certificate. He also seems to be experiencing a related issue with our VPN that could be linked to the certificate. Here's what we've tried so far: reimaging his machine three times, providing him with a reimaged loaner machine twice (the issue persists even with the new machine), and deleting all the published certificates in Active Directory, but none of these actions have solved the problem. I'm hoping someone might have encountered a similar situation and can offer some advice before I resort to contacting Microsoft.
2 Answers
It sounds like there might be a security policy misconfiguration affecting this user's account or machine. I'd recommend checking the logs to pinpoint what's causing the failure. You could try creating a new account for him as a test and see if that resolves the issue. Logs will definitely help in getting to the root cause; guessing won't get you anywhere. If it were a real certificate issue, I suspect more users would be experiencing similar problems.
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