Exchange Hybrid Product Key Distribution Issue

Be advised of the following issue you may experience when working to migrate from on premises Exchange environment to Exchange Online and are planning to build an Exchange 2013 or 2016 server for the hybrid configuration.

I had an experience very recently during a customer project where several attempts were made to acquire an Exchange hybrid product key and received the following error. Even though the customer had an Office 365 Enterprise E3 subscription the error still came up.

Hybrid Key Error

 

Despite what you might hear from those at Microsoft on how easy it may be to contact support to resolve the issue, this was not anything I want to experience again anytime soon.

And oddly enough, at the time, this was occurring on every project I was working which had an Office 365 Enterprise subscription.

I will briefly describe the “nightmarish” experience…

  • Contact Office 365 support … Stated unable to help and to contact volume licensing
  • Contact volume licensing … Stated unable to help and to contact Office 365 support
  • Contact Office 365 support … Stated unable to help and to contact volume licensing
  • Contact customer account manager and licensing team … Stated unable to help
  • Contact Office 365 support … Stated unable to help
  • Contact Exchange support multiple times … Stated might be able to help and they provided hybrid key after confirming valid Office 365 licensing

Elapsed Time: ~3 days

 

Long story short, I don’t think Office 365 support (or any other department within Microsoft for that matter) has full knowledgeable of the issue and, as a result, isn’t well equipped to handle it–even when escalated within the department.

If you’ve run into this issue and had a better experience, please provide guidance on how you got it resolved quickly.

Thanks.

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