Error setting up MFA

Question

Hi, our company is using MFA. I had set up th eAuthenticator app and was receiving notifications just fine.

At some point this stopped working and also backup methods liek SMS stopped working.

I tried re-registering, but this gave errors.

I reinstalled the authenticator app, MFA was turned off and on by out admins, but since then I cannot set-up the MFA.

When trying to register with the app I get a error that it could not register (I forgot the exact message), and when I try to setup SMS verification I also get an error:

(sorry it is in dutch: it says to check the phonenumber (this is a correct number) and gives a Correlation-id and Session-id

Our admins think this has something to do with my device, but since the SMS verification is not app related and I tested the authenticatoipmapp on my Windows Phone and my Android Phone, I beleive something may be wrong with  my account. Our admins cannot find anything ("everything is setup correclty" they say).

What can I or our admins check to get this solved?

regards, Felix

<PII is removed by forum moderator>

Answer 1

We figured out what the issue was, using this post:

https://social.msdn.microsoft.com/Forums/lync/en-US/b6d66570-96d5-4de6-b6a9-1b1a495ea005/a-particular-user-cannot-sign-in?forum=windowsazureactiveauthentication

My account was blocked in Azure MFA. we had zome issues unblocking it, maybe due to AD syncing, but when the blockage was removed it worked fine.

Answer 2

Hi Felix,

Thanks a lot for your posting in our forum.

From my understanding, the issue occurs with the Microsoft Authenticator App. In that case, we kindly suggest you post this question in our TechNet forum to get dedicated support. There is a special category Support for Microsoft Authenticator App which handles this kind of issuer and questions in that forum.

Appreciate your understanding.

Regards,

Zixuan

Answer 3

Hi Felix Planjer,

Please kindly confirm the following steps to see whether it matches your issue (you may also refer to pictures):

1.  Your admin enabled MFA for your account, then when you login to your account, it notify you to set additional security verification.

2. Click “Set it up now”, in Step 1, you choose “Mobile app”, then it prompts a page to let you scan Image via authentication app so that you can add your account and get verification code.

4. After scanned image, in authentication app, you received the error like:

Push notification registration failed

We couldn’t register for push notifications.

Or other errors?

5. When choose “Authentication phone” back in Step 1, click Next, then you didn’t receive any verification code on your phone, and the errors prompt: Check the specified phone number or change your preferred option.

I suggest you may clear all browser’s caches on your PC , use IE 11.0 InPrivate mode then try to set up it again and please feel free to let me know if issue persists.

About couldn’t register Authntication App, if possible, could you please provide a screenshot of full error messages to me for checking?

Thanks,

Anna

Answer 4

1. It is the Microsoft Authenticator app
2. Yes I chose the text message to phone. Then when setting it up, I'm supposed to get a text message but that failes.
3. I can login now, because our admin disbaled MFA for my account. As soon as he turns it on again for me, I get the same errors when trying yo set it up.

regards, Felix

Answer 5

Hi Felix Planjer,

Thanks for your detailed description, I would like to confirm the following information:

1. About eAuthenticator, may I know whether it is Microsoft authenticator app, or other third-party authentication mobile app?
2. About SMS verification stops working as well, Is that means if you choose the verification method (text message to phone), then got the above errors?
3. Whether you can login and access office portal now?

Generally, we suggest user using Microsoft Authenticator app to receive Verification code, please view: Get started with the Microsoft Authenticator app. If you can access portal, you may follow above article to navigate to Security &privacy and configure Additional security verification settings, then to see if issue persists with Microsoft authenticator app.

Thanks,

Anna