Device security

Question

I have a notification that there's a problem with my device security .. When I click to sign in I add my user name and password and I get an error message that says - ooops something went wrong and it was probably our fault .. I never said to try again but I did - a 1/2 dozen times - it never worked .. How do I fix this problem? Thanks

Answer 1

Hello Carol Pilot,

Welcome to Microsoft Q&A forum.

Before we proceed, may I have a photo of the notification and the issue you are having so I can check for you? Please remember to remove all personal information before posting.

I'm waiting for your reply.

Answer 2

The error message and repeated failed sign-ins indicate a sign-in or verification problem, not a direct hardware security failure. To fix it, follow these steps in order and stop when the issue is resolved:

1. Wait and avoid repeated sign-ins
   • Multiple failed attempts can trigger protection and temporarily block sign-in.
   • Stop trying for at least 24 hours and then try again once, carefully entering the password.
   • If this is a work or school account with multifactor authentication (MFA), repeated attempts can be blocked by Microsoft Entra multifactor authentication. In that case, either wait or use a different MFA method if one is configured.
2. Try a different sign-in method (if offered)
   • On the sign-in screen, select Other ways to sign in (or similar wording).
   • Use one of the available options, such as:
     • Face, fingerprint, or PIN
     • Approve sign-in with Microsoft Authenticator
     • Send a code to email or phone
   • If another method works, review and update your security info and sign-in preferences afterward.
3. Check for verification/MFA issues
   • If a work or school account is using Azure Multi-Factor Authentication and shows an error like “account verification system is having trouble,” make sure:
     • For phone call verification: respond by pressing the # key when prompted.
     • For text verification: enter the exact verification code received.
   • If other verification options are configured, choose Other verification options and try a different one.
4. If sign-in fails after password reset
   • If a password was recently reset and still does not work, it may be due to:
     • Sync delay in Microsoft systems.
     • Someone else changing the password back or blocking verification.
   • If sign-in is possible even briefly, immediately review security info (phone numbers, emails, authenticator registrations) and remove anything unfamiliar.
   • If unable to complete 2-step verification and suspect unauthorized access, contact Microsoft account support and choose the “I can’t sign in” path, explaining that 2-step verification cannot be completed.
5. If locked out after too many attempts
   • If the message indicates too many incorrect sign-ins:
     • Do not attempt to sign in again for at least 24 hours.
     • After waiting, try again once with the correct password.
     • If still blocked, the account may be flagged for suspicious activity; follow the unblock or reinstatement process provided on the sign-in page.

If these steps do not resolve the issue, use another device or browser to sign in to the Microsoft account portal and follow the on-screen recovery or unblock instructions, or contact Microsoft support for direct assistance.

---

References:

• Common problems with two-step verification for a work or school account
• Error 400 when signing in
• "Account verification system is having trouble" error message when you try to sign in by using a work or school account
• Authentication did not complete
• Unable to change password in my Outlook - Microsoft Q&A
• Why can't I log in to my Outlook account? - Microsoft Q&A