QR code scan not completing on a new PC when setting up windows

Hi Aaron,

Thank you for sharing your question. I understand how annoying it is when the QR code scan during Windows setup just hangs, even if your Microsoft Authenticator app is working without problems in other cases. Generally, this happens because of problems pairing your device or with your internet during the first-time setup.

The reason this happens is that Windows makes use of the QR code to pair your PC with your Microsoft account to sign you in. If the scan won’t fully process, it's usually down to one of these things:

 Your PC and phone aren't talking to each other properly via Bluetooth or internet.

Your Microsoft Authenticator app is an old version, or the time isn't synced right.

A short-term bug in the setup thingy.

Please follow these steps.

Get the newest update for the Microsoft Authenticator app and be sure your phone’s date and time gets set automatically.

Change internets: If you're on your phone’s internet, try Wi-Fi, and the other way around. Turn off VPN if it’s on.

Turn everything off and on again, and try scanning the QR code once more.

If scanning won’t work, tap “I can’t scan the QR code” on your PC and type the code manually into the Authenticator app.

Another way is to finish setting up using another way to prove it’s you (SMS or email) and put in the Authenticator later through account.microsoft.com/security.

May I also ask if you can check that Bluetooth is switched on and everything is on the internet? This should help get closer to the root cause.

I hope this answer is helpful, if you have any question, feel free to reply.

Best Regards,

Noel

Hi Aaron,

Thank you for the update,

Feel free to reach out anytime if you have any question.

Best Regards,

Noel

If you're having trouble with the QR code scan not completing during the setup of your new PC, here are some points to consider:

1. Directly Use the Microsoft Authenticator App: Make sure to scan the QR code with the Microsoft Authenticator app itself. Scanning with the camera app may lead to issues in completing the process.
2. Known Issues on Android Devices: If you're using an Android device, be aware that there are specific problems with QR code scanning on certain versions. For instance, Android 9 and earlier versions may not allow the camera app to scan the QR code effectively, necessitating the use of the Authenticator app.
3. Profile Conflicts: If your Android device has both work and personal profiles, ensure that you're using the correct profile. Each profile has its own instance of the Microsoft Authenticator app, which can cause errors if you're trying to scan a QR code from a different profile.

If these steps do not resolve your issue, consider reaching out to Microsoft support for additional help.