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Outlook sign in error on iOS "oops something went wrong we were unable to connect your account"

Anonymous
2020-10-15T15:00:43+00:00

Hello, I currently have three users all experiencing the same issue on their iPhones

My company uses Outlook along with Microsoft Authenticator. The user opens Outlook on their iPhone and with their work email account selected they press "Add Acocunt". An authenticator prompt appears and they press "Open authenticator to continue". The screen goes white as the authenticator app opens briefly before returning to the Outlook app and the error appears "Oops something went wrong we were unable to connect your account". Outlook works fine when accessing it through a web browser on the same iPhone as well as their computer. Outlook also works fine when set up the same way on an iPad or android device. the issue seems to only exist when attempting to sign into the Outlook app on the iPhone where the Microsoft Authenticator is installed. 

To attempt to resolve the issue I log into the Microsoft Azure User Management Portal, select the affected user, go to the Authentication Methods page and select "Require Re-Register MFA" to remove their phone number and force them to set up MFA again. I have them delete the associated phone number and delete all of their accounts in the Authenticator app. They re-scan the QR code and the issue persists. At this point I am not sure what to do

Outlook | Web | Outlook.com | Account management, security, and privacy

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  1. Anonymous
    2020-11-23T19:42:10+00:00

    I have recently had this issue pop up for several users within our organization.  We didn't make any policy changes via Intune but for some reason this error is appearing more and more for my end users, effecting personal devices more than corporate. We need this addressed ASAP!!!!! Have tried the uninstall re-install Outlook, Authenticator and restart to no avail and that is not a viable fix for the 5000 devices I manage.

    8 people found this answer helpful.
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  2. Anonymous
    2021-03-10T18:21:58+00:00

    Hi my company is experiencing the same thing. Any solution for this yet?

    5 people found this answer helpful.
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  3. Anonymous
    2020-12-16T22:35:42+00:00

    I have this issue as well, any solution?

    2 people found this answer helpful.
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  4. Anonymous
    2020-10-15T15:21:56+00:00

    Hi Raech, thanks for your help. I have tried reinstalling the app and ive tried de-selecting the account and pressing skip and re-entering the account information. the same error results

    2 people found this answer helpful.
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  5. Anonymous
    2020-10-15T15:06:31+00:00

    Hi Ryan! This is Raech, an Independent Advisor and an Outlook.com user like you. I'm sorry to hear about the issue.

    Have you tried reinstalling the Outlook mobile app on any of those devices? Also, on the 'Add Account' page, have you tried de-selecting the account and tapping the Skip option at the bottom?

    Sincerely,

    Raech

    1 person found this answer helpful.
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