RDP & MFA not working

Question

RDP & MFA not working

Sushank Dani 1

Hi,

I am trying to access my company OneDrive but I am getting following error. This error starting prompting suddenly after I restarted my PC via RDP. Also, I am not able to access my PC via RDP.

Error code - 500121

Can anyone please let me know what is the issue and solution to that?

Thanks in advance.

Regards,
Sushank Dani

James Hamil 27,206 Reputation points Microsoft Employee Moderator

2020-11-17T20:21:44.253+00:00

Hi, have you tried resending the authentication code or using other methods like text or call?
Sushank Dani 1 Reputation point

2020-11-18T03:56:00.957+00:00

Hi @James Hamil ,

Thanks James for your reply.

Yes, I tried doing by all the methods in the screenshot but the same error.

Whenever, I used methods to get code via text, the next window gets popped up to enter the OTP but I don't get any such messages.

Whenever, I use the call option, it says - "WE CALLED YOUR PHONE BUT DIDN'T RECEIVED THE EXPECTED RESPONSE. PLEASE TRY AGAIN.". I don't receive any calls for OTP.

Before getting all these errors, I was using the Microsoft Authenticator App for MFA. Then, after getting such errors, I reinstalled Microsoft Authenticator App and tried to reconfigured the account, but there also I am getting an error - "UNABLE TO ADD ACCOUNT - We couldn't add the account. Please verify the activation code is correct. and push notifications are enabled on your device for this app."

I am not understanding where is the problem.

Thanks in advance.

Regards,
Sushank Dani
Sushank Dani 1 Reputation point

2020-11-18T15:29:32.58+00:00

Hi @James Hamil and @AmanpreetSingh-MSFT ,

Please find the attached screenshot. Hope this might be of some help to you.

Error Code: 500121
Request Id: 1b8d224f-fac2-46e0-b504-88ac60705e00
Correlation Id: bc7b1abc-342a-4566-991f-7d5f80f2af52
Timestamp: 2020-11-18T15:32:53Z

Thanks in advance.

Regards,
Sushank Dani

2 answers

Your answer

James Hamil 27,206 Reputation points Microsoft Employee Moderator

2020-11-17T20:21:44.253+00:00

Hi, have you tried resending the authentication code or using other methods like text or call?
Sushank Dani 1 Reputation point

2020-11-18T03:56:00.957+00:00

Hi @James Hamil ,

Thanks James for your reply.

Yes, I tried doing by all the methods in the screenshot but the same error.

Whenever, I used methods to get code via text, the next window gets popped up to enter the OTP but I don't get any such messages.

Whenever, I use the call option, it says - "WE CALLED YOUR PHONE BUT DIDN'T RECEIVED THE EXPECTED RESPONSE. PLEASE TRY AGAIN.". I don't receive any calls for OTP.

Before getting all these errors, I was using the Microsoft Authenticator App for MFA. Then, after getting such errors, I reinstalled Microsoft Authenticator App and tried to reconfigured the account, but there also I am getting an error - "UNABLE TO ADD ACCOUNT - We couldn't add the account. Please verify the activation code is correct. and push notifications are enabled on your device for this app."

I am not understanding where is the problem.

Thanks in advance.

Regards,
Sushank Dani
Sushank Dani 1 Reputation point

2020-11-18T15:29:32.58+00:00

Hi @James Hamil and @AmanpreetSingh-MSFT ,

Please find the attached screenshot. Hope this might be of some help to you.

Error Code: 500121
Request Id: 1b8d224f-fac2-46e0-b504-88ac60705e00
Correlation Id: bc7b1abc-342a-4566-991f-7d5f80f2af52
Timestamp: 2020-11-18T15:32:53Z

Thanks in advance.

Regards,
Sushank Dani

Answer 1

AmanpreetSingh-MSFT 56,861 Moderator

Hi @Sushank Dani · Thank you for reaching out.

By tracking the Correlation ID, I found that it is failing as the user account you are using is blocked in MFA.

To resolve the issue, you need to navigate to:

Azure Portal > Azure Active Directory > Security > Multi-factor Authentication > Block/Unblock users > Unblock the user

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Please "Accept the answer" if the information helped you. This will help us and others in the community as well.

Sushank Dani 1 Reputation point

2020-11-18T16:02:48.283+00:00

Hi @AmanpreetSingh-MSFT ,

Thanks for your kind and swift help.

I think this will require the admin rights for Azure, which I don't have.

With your reply, I am surprised that just after restarting my PC which I was using via RDP, how can it just get blocked ??

Thanks in advance.

Regards,
Sushank Dani
AmanpreetSingh-MSFT 56,861 Reputation points Moderator

2020-11-30T09:16:15.787+00:00

@Sushank Dani · Have you had a chance to work with your Admin to get the account unblocked?

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Please "Accept the answer" if the information helped you. This will help us and others in the community as well.
Sérgio Monteiro 1 Reputation point

2021-03-01T17:29:37.72+00:00

This also happened to me, but as an administrator I can't unblock the account because I can't have access to it. :-)
How this can be solved??

Answer 2

Nikolai Pessotski 1

Hi amanpreetsingh-msft!
Thank you for answer - it helps me with my case

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RDP & MFA not working

2 answers

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