Multi-Factor Authentication issues

Levesque, Diane (SSC/SPC) 0 Reputation points
2023-01-20T15:35:51.31+00:00

Good morning,

We have users that are experiencing issues setting up their Multi Factor Authentication.

They download the app on their mobile device, scan the QR Code but they receive this error message when using the code provided:

Unable to Access Page

You are missing information needed by the page you have attempted to access. If you believe this is an error, please refresh your screen. If the error persists, please report it to our Customer Support team and provide the URL of the page you were requesting as well as any other related information.

We have tried using different browsers (ex: Edge/Chrome), clearing history/cache but nothing seems to work.

Has anyone come across this issue?

Thanks!

Microsoft Authenticator
Microsoft Authenticator
A Microsoft app for iOS and Android devices that enables authentication with two-factor verification, phone sign-in, and code generation.
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  1. Kiran Potluri 15 Reputation points
    2023-01-24T22:07:32.4666667+00:00

    Hi,

    Try to troubleshoot by following below steps.

    1. Check your network connection: Make sure that you are connected to the internet and that your network is stable.
    2. Check your MFA settings: Verify that your MFA settings are correct and that you have the correct phone number or email address associated with your account.
    3. Check the time on your device: Make sure that the time on your device is accurate. If the time is incorrect, it can cause issues with MFA.
    4. Check for updates: Make sure that you have the latest version of the app or browser you are using.
    5. Clear your browser cache and cookies: Clearing your browser cache and cookies can resolve issues with MFA.
    6. Try using a different browser or device: Sometimes issues with MFA can be caused by a specific browser or device. Try accessing the page on a different browser or device to see if that resolves the problem.
    7. Check your MFA status: Verify that your MFA status is active, if it is not, you should enable it again.
    8. Try to contact your administrator: If you continue to have issues with MFA, contact your administrator for help. They may be able to provide additional troubleshooting steps or resolve the issue. or
    9. MFA policy not applied: Make sure that the MFA policy is applied to the user or group that you are trying to access the page with. If the policy is not applied, the user will not be prompted for MFA.
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