How TrustedTech Unblocked Civica’s Team After a Business-Critical Authentication Error
A permissions error had stopped an entire team's PnP PowerShell work, and an internal diagnosis had gone nowhere. TrustedTech found the real cause and walked Civica's Microsoft 365 administrator through the fix.
Civica is a global software company serving the public sector, headquartered in London with roughly 5,500 employees worldwide. Pooja Gaikwad, a Microsoft specialist and Microsoft 365 administrator on the team, worked with a TrustedTech Azure Cloud Architect to resolve this issue.
A permissions error blocked a whole team, and the first diagnosis was wrong.
Civica hit an authentication error in a PnP PowerShell and SharePoint Online project. It was a permissions issue that stopped an entire team from working. Internally, people had already chased a different cause before TrustedTech was brought in.
The team was spread across several locations and time zones, and many of them were heading into summer leave. Pooja expected the fix to take well over a month.
"Stanislav Petrov, a TrustedTech Azure Cloud Architect, was very patient with us, and even though we had a lot of pressure, he kept me informed of the progress at every stage."
Find the real cause, then teach the team how to run the fix.
Stanislav Petrov, a TrustedTech Azure Cloud Architect, took over the troubleshooting and kept at it across several attempts, working around time zones and leave schedules. Each step came with a plan Pooja could follow.
- A root-cause diagnosis: an invalid or expired application secret was behind the authentication error
- Patient, multi-attempt troubleshooting across time zones and holiday schedules
- Clear, step-by-step action plans
- PowerShell scripts Pooja had never run, walked through together so she could use them again
- Progress updates at every stage while the project stayed blocked
Stan was very patient with us, and even though we had a lot of pressure, he kept me informed of the progress at every stage. It was a wonderful experience — if I could give more than five stars, I would.
The right diagnosis, and a fix well inside the estimate.
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Correct root-cause diagnosis
TrustedTech found that an invalid or expired application secret was the true source of the authentication error. It was not the issue the team had been chasing.
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Resolved faster than expected
Despite the complexity and the holiday gaps in availability, the issue was fully resolved in about 20 days. Pooja's own worst-case estimate was a month or more.
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Hands-on knowledge transfer
The TrustedTech Azure Cloud Architect walked Pooja through PowerShell scripts she had never run before, so she can use them herself from here on.
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A low-pressure experience
The whole project was blocked on this fix, yet Pooja described the collaboration as friendly and encouraging rather than stressful.
Company at a Glance
A first partner experience that felt more personal than going direct.
This was Civica's first time working with a third-party Microsoft partner instead of going straight to Microsoft. Pooja says the comparison was clear: a faster resolution and an experience in which an Azure Cloud Architect kept talking to her the whole way through.
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