AAD: Some users not receiving Microsoft Authenticator push notifications

Question

Hello,

I have two users in my org who are not receiving push notification on any of their login attempts. They both have iPhone running iOS 16. Both previously worked, but suddenly stopped working. Here is what I have tried/tested.

• Checked iPhone notifications are enabled for Microsoft Authenticator app. They are.
• Checked iPhone is not in 'do-not-disturb' or other Focus Mode. Other app notifications are being received.
• In AAD portal, forced user to re-register MFA.
• Removed existing profile from Microsoft Authenticator app. Removed corresponding entry from https://aka.ms/setupmfa. When re-setting up MFA, user scans QR code, but again notification is not sent to iPhone, so cannot complete the setup.
• Tried using other (confirmed working) iPhones/iPads with the same user.

None of the above has helped. If if I use my iPhone (which works, I use it daily) to scan this users' QR code, the account will add itself to my MFA app, but the notification is never sent so the setup of push notifications cannot be completed. Even pulling down on the Microsoft Authenticator app to refresh doesn't show any pending notifications.

This can't be an iPhone issue because using other (working) iPhones doesn't work. This isn't an app issue because the notifications don't arrive whether the users are using VPN, Enterprise Apps, or trying to login to their own Security Settings at https://aka.ms/setupmfa. So this must be a Microsoft issue with specific accounts.

One user who is WFH today, said that it was working fine in the morning, then their laptop went to sleep during his lunch break and during this time he received 40+ push notifications about reconnecting the VPN. When returning to his laptop, he is no longer receiving these push notifications. It is like Microsoft has decided to block/throttle notifications to that device!

Any suggestions....?
Thanks in advance.

Answer 1

@Michael Yorke

We have seen this issue happening due to network on this mobile device is on. You can try to disconnect from Wifi and check with mobile network. Or you can try connecting the mobile device to any other Wifi network and check.

Also, check and confirm if the user account is not blocked in Azure AD portal.
You can also try to configure alternate authentication method for user and check if they are getting SMS or phone call from Microsoft.

Do let me know if you have any futher questions.

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