Issue with enrolling android devices and selecting call me for MFA

Question

We've recently set up Intune and are in the midst of enrolling new phones. Our users have MFA enabled with a voice call option. However, we're facing challenges when users with the Authenticator app set up opt for the 'call me' voice call authentication. Notably, the initial prompt is to approve the sign-in request via number match in the Authenticator app. However, as our process involves taking the existing users' phones away before issuing them a new one, they can't use the number matching feature. Hence, we need a reliable fallback to the 'call me' option.

Here's the sequence of steps we followed:

Set up the phone and began the enrollment process.

During sign-in, we were initially prompted to approve the sign-in request via number match in the Authenticator app.

Clicked on "I can't use my Authenticator app right now" due to the unavailability of the old phone and then selected the voice call option.

Received the call, and even though the voice prompt confirmed successful authentication, we encountered an error on the Android device stating "Can't setup device."

Furthermore, upon checking the sign-in logs in Entra ID, there's no record of a conditional access attempt associated with the voice call. The only logs present are from the Authenticator app, which is expected to fail since we opted for the voice call.

Any insights or solutions to this issue would be greatly appreciated!

Answer 1

@Luke, Thanks for posting in Q&A. Based on the provided context, it seems like the error message "Can't setup device" encountered on the Android device during MFA enrollment could be due to a variety of reasons. We suggest open case to look into detailed logs to know the cause. Here is a link with the steps to open case:

https://learn.microsoft.com/en-us/mem/get-support

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