MS Authentication Ran into an Error

Ross V 0 Reputation points
2023-09-18T15:54:48.1633333+00:00

I recently bought a new Android phone (Pixel 7). After installing the Authenticator app, when trying to sign in I receive a message stating "We ran into an error". There are 2 errors, "Two-step verification: Failed to set up notification approvals" and "Two-step verification: Failed to set up one-time passcodes".

Things I have tried - turning off battery optimization, clearing stored data and cache, removing my MS account from the device and adding it back in, uninstalling and reinstalling the app. The app has permission to send notifications via Settings

The device is a Pixel 7a, Android 13.

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. Kevin Crouch 81 Reputation points
    2024-02-09T15:37:01.8533333+00:00

    My guess at this is that at some point (or possibly by default) Android system has blocked the app from some permission that it needs.

    In some cases, once you have hit "Deny" on an Application's permission request, or possibly if a policy from a Work account is preventing it, you may need to manually adjust the App's permission to approved.

    I would recommend either following this article Change App Permissions on your Android Phone or I will attempt to lay out directions below with a slightly different (I find easier) method.

    To adjust Android App Permissions for a specific App

    • Press and hold and the App's icon, and it may give you an option for App Info or Properties
    • You should find options for "Notifications" and "Permissions".
    • Under Notifications, it is possible that a category is disabled, but "overall" notifications are "enabled" - I recommend to make sure all of the options are enabled
    • Under Permissions, there is an option for "Pause App activity if unused" that Google has been pushing hard, and could possibly be what caused the issue in the first place.
      • I recommend to enable all of the Permissions available, but disable "Pause if Unused"
    • Screenshot showing Notifications, Permissions options for MS Authenticator App properties

    One other thing that may be causing issues, particularly if a company has managed the phone, is that it may be applying Company Policies or restrictions. You may have gone through these with one of

    • Microsoft Company Portal app
    • Microsoft Intune app
    • When you opened certain Microsoft Apps like Outlook, it may have said that "Device Admin" was required.
    • other Mobile Device Management (MDM) app companies

    You can check if these apps (or any others) current have Device Admin, and try disabling them, or contacting your Work as needed to troubleshoot further. Keep in mind that some Apps need Device Admin to be able to adjust system settings, or change things on their own (Like "Find my Device" or Tasker so that it can change settings automatically.

    To check what Apps currently have Device Admin access, follow this process

    • Settings
    • Security and privacy
    • More Security & Privacy" or "Other security settings"
    • Device admin apps
    • Try turning off (or possibly uninstalling) any old apps that were from any old companies, or that you are not certain why they are listed
    • Note: If you disable an app that is applying required Company Policies, you may get warnings/errors or contacted by the Company to fix your device's compliance

    If you haven't yet, you should try walking through the process for scanning a QR code from Desktop instead. Visit https://aka.ms/mfasetup from a Desktop machine, and scan the QR code from your Microsoft Authenticator app. Sign in with a QR Code

    If those still are not working, particularly if you have issues with the Scan QR Code process too, it might be an issue that your internet connection is filtered, requiring sign-in, too slow, or too poor quality for the network requests to succeed. You could try a different Wi-Fi network, or turning off Wi-Fi and trying to connect over just Cellular.

    If none of these have helped, it may just be that the Organization you are trying to sign into doesn't have Apps setup (or more technical problems like cross-tenant authentication being blocked). Definitely reach out to any Company IT, and work with them.

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