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Microsoft authentificator on restore: check your internet connection and try again

Filippo bandini 60 Reputation points
2025-11-09T17:30:53.04+00:00

I am doing a restore of my microsoft authentificator profile on a new phone. I have installed authentificator and then tried to click on Restore. I am using my microsoft account email and password to sign in and I also write the verification code I get on Gmail. Everything seems to work fine until I get the error message "check your internet connection and retry". Wifi Internet connection is excellent and I also tried to also switch to 5g mobile network but I have the same error message. Tried to uninstall and reinstall: same error message. Tried on another phone and I get the same error message. (The old phone where I had the original microsoft authentificator profile broke so I cannot use that phone as alternative authentification method). Is there an issue with your servers or what?

Microsoft Security | Microsoft Authenticator

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  1. Søren 10 Reputation points
    2025-11-13T07:58:28.91+00:00

    It suddenly worked again... MS must have had some server issues.

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  2. Maxi Balogh 10 Reputation points
    2025-11-13T10:40:26.48+00:00

    As TC commented, it takes repeated attempts to be able to restore (retry 5-10 times) but in the end it worked.

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  3. Kakashi Hatake 0 Reputation points
    2025-11-13T15:00:55.7166667+00:00

    Same here , time to move to another authenticator app .
    After several attempts, I was able to access the data .

    What I did was reinstall the program without granting it any permissions, and then I restored the backup and it worked. Also, when I tried to take another backup, it wouldn't accept it, and the same problem occurred. Simply revoking all permissions again allowed it to take a backup.

    that's weird .

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  4. Filippo bandini 60 Reputation points
    2025-11-13T11:36:56.4266667+00:00

    I gave up. I had to reset my Microsoft account with help from my own company admins. We got no help at all from Microsoft (I even contacted their support but they said to wait for this ticket). I will avoid to use Microsoft Authenticator as much as I can in future. I do not think it is acceptable to have a completely unreliable restore from backup procedure. For the Microsoft account, using an authenticator different from Microsoft is not possible, so I will try to live with it. An by the way, yesterday I could not even back up my new Authenticator Microsoft account for some error, today I could do it. So very unreliable servers/app.

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  5. AI answer

    2025-11-09T17:31:11.35+00:00

    It seems you are experiencing issues with restoring your Microsoft Authenticator profile on a new phone. The error message indicating to check your internet connection can occur even when your connection is strong due to various factors. Here are some steps you can try:

    1. Check App Permissions: Ensure that the Microsoft Authenticator app has the necessary permissions to access the internet and any other required services on your new phone.
    2. Clear App Cache: If your device allows it, try clearing the cache of the Microsoft Authenticator app. This can sometimes resolve issues related to app performance.
    3. Use a Different Network: Although you mentioned trying both Wi-Fi and mobile data, sometimes switching to a different Wi-Fi network can help, especially if there are restrictions on the current network.
    4. Check for App Updates: Make sure that you have the latest version of the Microsoft Authenticator app installed. Sometimes, bugs are fixed in newer versions.
    5. Contact Support: If the problem persists, it might be worthwhile to reach out to Microsoft Support for assistance, as there could be an issue with your account or the server.

    If none of these steps resolve the issue, it might be a temporary problem with the Microsoft servers, and trying again later could help.

    References:

    AI-generated content may be incorrect. Read our transparency notes for more information.

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