MFA Application issues?

Question

I have a user who is experiencing issues with Authenticating their Microsoft Entra ID account. When the user tries and signs in to Azure Microsoft prompts the user to input the 2-digit value displayed on the user screen, but no prompt comes through to the user's cell phone where the MFA application is installed.

I took numerous troubleshooting steps to resolve the issue, please see the below-listed troubleshooting steps which was taken:

• Disconnected the user's work account on the user's Windows device.
• Revoked multifactor authentication sessions as well as Required re-register multifactor authentication.
• Removed authentication methods directly from the user's Microsoft account and re-added the authentication methods (done multiple times)
• Cleared Browsers Cookies and Caches and the user’s browser history.
• Tried signing into Azure in cognitive mode.
• Uninstalled and Re-installed MFA application
• Updated MFA application

The above-mentioned issue happened when the user lost their previous cell phone which led to setting up the MFA application on a new mobile device. I have removed the old device from the user's account hoping it would resolve the issue. Also after clearing the browser cooks and cache data, the user would then get the notification on their mobile phone to input the 2-digit values displayed on her screen which the user has done but it loops back to input the 2-digit values once it loops back the user then does not get the 2^nd^ pop up to enter the 2-digit values. Please could we get assistance in the matter?

Answer 1

Hi

I am sure it's not a phone issue as the phone has the latest software and the latest MFA application and the MFA auth method works across all MS platforms except Azure in this case.

Answer 2

Could it be a phone/OS specific issue? Is the phone a new iphone, or one of the many permutations of android OS from various manufacturers?