RDP & MFA not working

Question

Hi,

I am trying to access my company OneDrive but I am getting following error. This error starting prompting suddenly after I restarted my PC via RDP. Also, I am not able to access my PC via RDP.

Error code - 500121

I tried doing by all the methods in the screenshot but the same error.

Whenever, I used methods to get code via text, the next window gets popped up to enter the OTP but I don't get any such messages.

Whenever, I use the call option, it says - "WE CALLED YOUR PHONE BUT DIDN'T RECEIVED THE EXPECTED RESPONSE. PLEASE TRY AGAIN.". I don't receive any calls for OTP.

Before getting all these errors, I was using the Microsoft Authenticator App for MFA. Then, after getting such errors, I reinstalled Microsoft Authenticator App and tried to reconfigured the account, but there also I am getting an error - "UNABLE TO ADD ACCOUNT - We couldn't add the account. Please verify the activation code is correct. and push notifications are enabled on your device for this app**.**"

I am not understanding where is the problem.

Can anyone please let me know what is the issue and solution to that?

Thanks in advance.

Regards,

Sushank Dani

Answer 1

Hi Sushank Dani，

To better know the situation, did you only have this problem when accessing OneDrive or even all the other Microsoft 365 services? If you can still access your account in web side, like Outlook web client (https://outlook.office.com/), please kindly follow the steps below to see if the problem can be resolved:

1. Go to https://myaccount.microsoft.com/
2. Select Security info from the left navigation pane or from the link in the Security info block.
3. Delete Microsoft Authenticator.
4. Click "Add method" and then add Microsoft Authenticator back.

The network can also be one of the possible reason. If it's convenient, you may try to change to another network connection and see if you can receive the messages and pass the verification

If still no luck, please provide the below details :

• Please share the Office application version details (screenshot preferred).
• Please share the update channel details as well.

We do appreciate your cooperation and kind patience.

Best Regards,

Shawn

Thanks Shawn for your swift reply. Much appreciated.

I am not able to access any of the Microsoft 365 services, as I am not getting OTP which is required for Multi factor authentication (MFA).

As per your suggestion, I had changed the network also, but the problem is still the same.

Also, I tried to delete the Microsoft authenticator as per your suggestion, but while doing so, it ask me for the 6 digit OTP which I am not receiving at all, even after waiting for 30mins also. Apart from this, neither the call nor text nor authenticator app is working for me.

I am using Microsoft Office 365 ProPlus Version 2002 (Build 12527.21330) Semi-Annual Enterprise Channel.

Thanks in advance.

Regards,

Sushank Dani

Answer 2

Hi Sushank Dani，

To better know the situation, did you only have this problem when accessing OneDrive or even all the other Microsoft 365 services? If you can still access your account in web side, like Outlook web client (https://outlook.office.com/), please kindly follow the steps below to see if the problem can be resolved:

1. Go to https://myaccount.microsoft.com/
2. Select Security info from the left navigation pane or from the link in the Security info block.
3. Delete Microsoft Authenticator.
4. Click "Add method" and then add Microsoft Authenticator back.

The network can also be one of the possible reason. If it's convenient, you may try to change to another network connection and see if you can receive the messages and pass the verification

If still no luck, please provide the below details :

• Please share the Office application version details (screenshot preferred).
• Please share the update channel details as well.

We do appreciate your cooperation and kind patience.

Best Regards,

Shawn