Two-Factor Authentication problems

Question

We recently activated two-factor authentication for our organization. About two-thirds of our users are having to authenticate multiple times a day, in the middle of work and projects, which is causing an uproar. Other users report no problems, that authentication is being appropriately saved on devices and accounts not being logged out.

Answer 1

Hi Daniel,

Please follow these steps and check if there is any improvement:

1. Make sure you have enabled "Allow users to remember multi-factor authentication on devices they trust Days before a device must re-authenticate (1-60):" under multi-factor authentication > service settings for the affected users.
2. When you type the app password in the application, make sure "Remember my credentials" in the sign in box is selected.
3. Go to multi-factor authentication settings for one of the affected user > Manage user settings > tick "Delete all existing app passwords generated by the selected users" > Save. Let the user create an app password again.

If the issue remains, may I confirm

1. On which application(s) will you encounter this issue?
2. Is Sign sign-on enabled in your organization?

Regards,

James

Answer 2

Hi Daniel,

Two-Factor Authentication need compatibility from both server and client. When you enable TFA for a user, it will enable from server side. Maybe you client (Microsoft Office, OneDirve client, Skype for business client etc) is not compatibility with TFA, so it make issue sometime. I am using Office 365 proplus latest version, there is no issue with OneDrive and Outlook, but Skype for business ask me re-enter credential sometime.

Answer 3

Hi, Ran. Thanks for your patience. We are a small nonprofit of just five staff and we had a major event this weekend.

The issue mostly happens with Office applications, both Mac and PC desktops. All of the affected users have the same configurations. We cannot isolate any specific actions; three to four times during the workday, in the middle of work, it is like the applications log the user out in the background. In the case of the PC, this makes saving to OneDrive a challenge because the user will have to reauthenticate in order to properly save the file they have been working on. In the case of the Mac users, the Mac brings up the dialog prompt to log in and prevents the user from continuing with their work until that is done. When this is happening multiple times in one workday, it severely hampers productivity and use.

It is not impacting me or two other staff, but I have witnessed it on the two users in question.

We did not have this issue prior to activating two-factor authentication, so I am curious if this is a known issue with that feature in Azure AD.

Answer 4

Hi Daniel,

Please share some updates with us.

Thanks,

Ran

Answer 5

Hi Daniel,

To better understand the situation, I’d like to confirm the following information.

1. Where does the issue happen, in the browser or in the Office applications?
2. Is there any difference about the configuration between the affected users and the others?
3. Are there any specific actions can make the issue happen?

Thanks.

Ran