Unable to backup in Microsoft authenticator app

Rodrigo Godoy 21

I just got a new phone and MS authenticator wont let me back up my accounts. It vives the message "something went wrong" please send us logs using the send logs option."
I already did that, but Im still unable to back up my data. Could someone help me?

Superplant 1 Reputation point

2022-05-07T08:59:42.723+00:00

I have the same problem, using iPhone iOS 15.3.
risolis 8,701 Reputation points

2022-05-07T09:32:55.1+00:00

Hello @Rodrigo Godoy as well as @Superplant

Welcome to Microsoft Q&A community.

This statement below brought my attention:

I just got a new phone and MS authenticator wont let me back up my accounts

You need to register your new device from your MS account as shown on the next article:

https://support.microsoft.com/en-us/windows/manage-devices-used-with-your-microsoft-account-d4044995-81db-b24b-757e-1102d148f441

Once you have registered your device, you can backup your accounts.

Looking forward to your feedback,

BR,

Please "Accept the answer" if the information helped you. This will help us and others in the community as well.
risolis 8,701 Reputation points

2022-05-07T09:35:51.107+00:00

Read this other useful info for your scenario.
Rodrigo Godoy 21 Reputation points

2022-05-07T11:25:14.977+00:00

I tried everything and none worked.
I also tried reinstalling the app on my old phone and got the same problem. Thus, it doesnt seem to be a phone sync issue.
risolis 8,701 Reputation points

2022-05-07T11:30:56.487+00:00

Did you turn off the MFA from your account itself and then re-registered?
risolis 8,701 Reputation points

2022-05-07T11:32:13.143+00:00

Also, Did you registered your device on the account as well?

Please provide the steps followed so, we can assist you on accurate manner!

Regards,
risolis 8,701 Reputation points

2022-05-07T11:36:45.03+00:00

Did you do it from here?

https://account.microsoft.com/devices
Superplant 1 Reputation point

2022-05-07T11:44:40.623+00:00

This is not the solution. My iPad backs up Authenticator with no issues. On my iPad I can also switch off backup, delete the backup, and enable again, all with no issues. My iPad is NOT registered on https://account.microsoft.com/devices - in fact it says I have 0 devices registered.

My iPhone has the error. My iPad does not. Neither are registered with the above link.
risolis 8,701 Reputation points

2022-05-07T12:01:58.09+00:00

Let me try it this if you do not mind : )

https://www.payetteforward.com/iphone-backup-failed-notification-fix/

Regards
risolis 8,701 Reputation points

2022-05-07T12:02:44.207+00:00

@Superplant

Let me try it this if you do not mind : )

https://www.payetteforward.com/iphone-backup-failed-notification-fix/

Regards
risolis 8,701 Reputation points

2022-05-07T12:31:21.293+00:00

Please let me know how it goes this time
Erwin 26 Reputation points

2022-05-07T14:06:12.29+00:00

Not working!
Rodrigo Godoy 21 Reputation points

2022-05-07T14:25:51.067+00:00

Replying to your questions: I did not turn off MFA and I am unable to register my phone in here https://account.microsoft.com/devices, as it says I have to make a purchase on Movies&TV app to register an Android phone.
One thing I forgot to mention though, is that since I logged into Authenticator App in my new phone, I am able to verify everything related to microsoft. The app was not able to backup only my other verification codes from other apps.
risolis 8,701 Reputation points

2022-05-07T18:17:12.89+00:00

For Apple devices, This is the way it works and what to do for completing the step on you new phone....
risolis 8,701 Reputation points

2022-05-07T18:30:16.2+00:00
Rodrigo Godoy 21 Reputation points

2022-05-07T21:54:59.43+00:00

Unfortunately, I have already deinstalled the Authenticator app from my old phone, and now I have no access to my accounts. I really dont believe this is the way, as I have already backed up normally in the past, just like @Luigi Zurolo below, and it worked just fine.
risolis 8,701 Reputation points

2022-05-07T22:02:10.313+00:00

For instance, you might be able to get your info but you need to access your outlook account from web browser....

Check the devices tab and then , you can review your backup like this:
Superplant 1 Reputation point

2022-05-08T08:14:36.847+00:00

@risolis the solution you are recommending has nothing to do with the problem being described here.

The issue is that if you change device after previously having backed up Authenticator to iCloud, Authenticator refuses to backup to iCloud on the new device.

I have sent logs to Microsoft so hopefully at some point they are able to resolve it.
Eng, Joey 26 Reputation points

2022-12-26T10:38:44.347+00:00

Make sure your DNS isn't blocking activity.windows.com. I have a pihole and once I whitelisted that it worked.
DA 1 Reputation point

2023-01-07T20:17:00.927+00:00
Was having the same problem with my iPhone, where I received an error every time I tried to enabled iCloud backups.

The bottom line is that you still need to have iCloud Drive turned on as noted in the MS links posted elsewhere, AND you need to Authenticator enabled under the Apps Using iCloud setting for it to work.

On an iPhone:

Settings -> Click on your AppleID.

Click on [iCloud].

Under Apps Using iCloud -> Click [Show All].

Since you're there, double-check that iCloud drive is turned on.

Scroll further down and ensure that Authenticator is turned on.

Go back to the Authenticator app and try to enable iCloud backups.

Once I completed the above, everything worked flawlessly. Since the setting for Authenticator was hidden until I clicked on Show All, I didn't realize I had turned off iCloud access for the Authenticator application at some point in the past.

Hopefully it works for you as well.

10 answers

Eng, Joey 26 Reputation points

2022-12-26T10:42:47.353+00:00

Make sure your DNS isn't blocking activity.windows.com. I have a pihole and once I whitelisted that it worked.
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4 people found this answer helpful.
Tommy Gilchrist 5 Reputation points

2023-02-15T18:10:26.2166667+00:00

You hero! This was driving me nuts and it was indeed pihole blocking activity.microsoft.com

John C 5 Reputation points

2023-12-14T21:21:18.66+00:00

Thanks, that was my problem.
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Erwin 26 Reputation points

2022-05-07T14:05:40.43+00:00

I have the same problem on a S22 Ultra (Android). Im really stressed because I cant work monday without my 2fa codes. Please help!
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2 people found this answer helpful.

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Rob Nicholson 61 Reputation points

2022-07-28T21:16:46.893+00:00

I suspect export credentials feature is broken. Tried on my mobile and tablet - get all the way through but trying to save the jwt file throws "Unexpected error" and a zero byte file. This is on Android.
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2 people found this answer helpful.
Sarah McMurray 0 Reputation points

2023-05-26T00:19:12.49+00:00

Same issue on Samsung Galaxy A03S, Microsoft account has 0.1GB used of 5GB
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ID 11 Reputation points

2022-08-11T03:47:07.81+00:00

Not a single one of these solutions work.
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2 people found this answer helpful.
Rob Nicholson 61 Reputation points

2022-08-11T08:58:18.027+00:00

No they don't - I created another post on the same subject and the consensus is that the app is broken - and has been for a while

generalissimo 1 Reputation point

2023-04-19T09:51:48.4933333+00:00

M365 E3 user here, totally unable to backup my Authenticator app to work M365 account. I am being told that the email I'm typing is not a Microsoft account.

It quite literally is an M365 account. Make it make sense Microsoft!
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Luigi Zurolo 51 Reputation points

2022-05-07T18:50:17.597+00:00

I have the same exact issue on Samsung S22 Plus as well, it worked always on every phone I've switched and now this weird error. Looking at the threads I think there is something wrong somewhere which should be addressed.

In my thread i've provided logs which shows a "Unknown request" error which leads to that. Proposed steps to try to remove / add accounts are not useful because the issue happens also when enabling the backup with the same exact error.
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1 person found this answer helpful.
risolis 8,701 Reputation points

2022-05-07T19:11:55.4+00:00

Thanks : )

I already saw it.
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