question

LuigiZurolo-6729 avatar image
2 Votes"
LuigiZurolo-6729 asked HSY-7618 answered

An error occurred while connecting backup

Hello,

I'm attempting to reinstall the MS Authenticator app on a new device and this if the first time I'm unable to connect the backup.

When I try to restore it I get: "an error occurred, please send logs via the feedback option", and keep getting this error anytime I try. I've tried to add first the account then, going into settings and try to enable the backup and as soon as I touch the checkbox I get the same exact error too.

So I'm locked I can't either restore my backup but I start adding new accounts I can't enable backup. The error is quite generic and I've the impression probably something is corrupted / wrong on my account / my backup.

Unfortunately I don't have available anymore the old device but I've tried to install the app also on an older device I have and same exact issue. I never had any problems before with backups.

This is an extract of the logs (the error message is printed in Italian) which I sent multiple times via the feedback but I need a resolution to know if I can restore the backup or setup new accounts but enable again the backup.

2022-05-07 14:02:35,517 WARN/App: Logs have been deleted: true RemoveLogsUseCase$removeLogs$2.invokeSuspend()@45 [DefaultDispatcher-worker-7]2022-05-07 14:02:35,525 INFO/App: Dialog task CallbackDialogTask, id = RestoreFlowActivity.[null].[Ripristino dal backup].[PROGRESS_DIALOG] was closed. DialogFragmentManager$Companion.dismissProgressDialog()@28 [main]2022-05-07 14:02:35,525 INFO/App: Dialog task RestoreFlowActivity.[null].[Ripristino dal backup].[PROGRESS_DIALOG] has finished. DialogTaskQueue.tryCloseDialog()@104 [main]2022-05-07 14:02:35,526 INFO/App: Task CallbackDialogTask, id = RestoreFlowActivity.[Non è possibile ripristinare].[Si è verificato un errore. Inviare i log tramite l'opzione Invia log.].[INFO_DIALOG] has been put to the queue. DialogFragmentManager.enqueueCustomDialogFragment()@115 [main]2022-05-07 14:02:35,526 INFO/App: Proceed to showing: CallbackDialogTask, id = RestoreFlowActivity.[Non è possibile ripristinare].[Si è verificato un errore. Inviare i log tramite l'opzione Invia log.].[INFO_DIALOG] DialogTaskQueue.enqueueTask()@62 [main]2022-05-07 14:02:35,528 WARN/App: Attempted to finish taskId = RestoreFlowActivity.[null].[Ripristino dal backup].[PROGRESS_DIALOG] but it's not shown by DialogTaskQueue now. DialogFragmentManager$enqueueCustomDialogFragment$1.run()@107 [main]2022-05-07 14:02:35,562 INFO/App: Merging broker accounts into accounts list BrokerAccountUseCase$mergeBrokerAccounts$2.invokeSuspend()@84 [DefaultDispatcher-worker-2]2022-05-07 14:02:35,702 INFO/Broker: [com.microsoft.identity.client.api.BrokerApiController] [2022-05-07 14:02:35 - thread_name : DefaultDispatcher-worker-9, correlation_id : UNSET]  Android 31 Broker Strategies added : ContentProviderStrategy, AccountManagerUpdateCredentialStrategy,  ThreadPoolExecutor$Worker.run()@641 [pool-18-thread-1]2022-05-07 14:02:35,702 INFO/Broker: [BrokerOperationExecutor:getBrokerAccounts] [2022-05-07 14:02:35 - thread_name : DefaultDispatcher-worker-9, correlation_id : UNSET]  Android 31 Executing with IIpcStrategy: ContentProviderStrategy ThreadPoolExecutor$Worker.run()@641 [pool-18-thread-1]2022-05-07 14:02:35,702 INFO/Broker: [com.microsoft.identity.common.internal.broker.ipc.ContentProviderStrategyBROKER_API_HELLO] [2022-05-07 14:02:35 - thread_name : DefaultDispatcher-worker-9, correlation_id : UNSET]  Android 31 Request to BrokerContentProvider for uri path /brokerApi/hello ThreadPoolExecutor$Worker.run()@641 [pool-18-thread-1]2022-05-07 14:02:35,710 INFO/Broker: [com.microsoft.identity.common.internal.broker.ipc.ContentProviderStrategyBROKER_API_HELLO] [2022-05-07 14:02:35 - thread_name : DefaultDispatcher-worker-9, correlation_id : UNSET]  Android 31 Received successful result from Broker Content Provider. ThreadPoolExecutor$Worker.run()@641 [pool-18-thread-1]2022-05-07 14:02:35,710 INFO/Broker: [com.microsoft.identity.common.internal.result.MsalBrokerResultAdapter:verifyHelloFromResultBundle] [2022-05-07 14:02:35 - thread_name : DefaultDispatcher-worker-9, correlation_id : UNSET]  Android 31 Able to establish the connect, the broker protocol version in common is [2.0] ThreadPoolExecutor$Worker.run()@641 [pool-18-thread-1]2022-05-07 14:02:35,710 INFO/Broker: [com.microsoft.identity.common.internal.broker.ipc.ContentProviderStrategyBROKER_API_GET_BROKER_ACCOUNTS] [2022-05-07 14:02:35 - thread_name : DefaultDispatcher-worker-9, correlation_id : UNSET]  Android 31 Request to BrokerContentProvider for uri path /brokerApi/getBrokerAccounts ThreadPoolExecutor$Worker.run()@641 [pool-18-thread-1]2022-05-07 14:02:35,722 INFO/Broker: [com.microsoft.identity.common.internal.broker.ipc.ContentProviderStrategyBROKER_API_GET_BROKER_ACCOUNTS] [2022-05-07 14:02:35 - thread_name : DefaultDispatcher-worker-9, correlation_id : UNSET]  Android 31 Received successful result from Broker Content Provider. ThreadPoolExecutor$Worker.run()@641 [pool-18-thread-1]2022-05-07 14:02:35,722 INFO/App: Total number of broker accounts: 0 BrokerAccountUseCase$mergeBrokerAccounts$2.invokeSuspend()@88 [DefaultDispatcher-worker-2]2022-05-07 14:02:35,724 INFO/App: hasDosPreventer = false AccountStorageCustomQueries.hasMfaAccountsConfiguredForNotifications()@99 [DefaultDispatcher-worker-2]2022-05-07 14:02:35,865 INFO/MSA: ManageApproverResponse: <?xml version="1.0" encoding="utf-8" ?><S:Envelope xmlns:S="http://www.w3.org/2003/05/soap-envelope" xmlns:wsse="http://docs.oasis-open.org/wss/2004/01/oasis-200401-wss-wssecurity-secext-1.0.xsd" xmlns:wsu="http://docs.oasis-open.org/wss/2004/01/oasis-200401-wss-wssecurity-utility-1.0.xsd" xmlns:wsa="http://www.w3.org/2005/08/addressing"><S:Header></S:Header><S:Body xmlns:ps="http://schemas.microsoft.com/Passport/SoapServices/PPCRL"><ps:ManageApproverResponse Success="true"><ps:ServerInfo ServerTime="2022-05-07T14:02:37Z">(35)</ps:ServerInfo></ps:ManageApproverResponse></S:Body></S:Envelope> AbstractStsResponse.parse()@45 [DefaultDispatcher-worker-7]2022-05-07 14:02:35,868 INFO/MSA: Account is unregistered for session approval. SessionManager.unregister()@280 [DefaultDispatcher-worker-7]2022-05-07 14:02:35,869 INFO/App: Successfully unregistered MSA account MsaAccountUseCase$unregisterAccount$2.invokeSuspend()@146 [DefaultDispatcher-worker-7]2022-05-07 14:02:35,872 INFO/App: Unregister account for session approval result = Success RestoreFlowViewModel$cleanUpAfterUnsuccessfulRestore$1.invokeSuspend()@54 [DefaultDispatcher-worker-7]2022-05-07 14:02:36,433 INFO/App: Dialog task RestoreFlowActivity.[Non è possibile ripristinare].[Si è verificato un errore. Inviare i log tramite l'opzione Invia log.].[INFO_DIALOG] has finished. DialogFragmentManager$enqueueCustomDialogFragment$1.run()@107 [main]2022-05-07 14:02:36,465 INFO/App: Request code: [1720431897]. Result Code: [20]. Intent is null: [true] MainActivity.onActivityResult()@369 [main]2022-05-07 14:02:36,466 INFO/App: onActivityResult: requestCode = 1720431897, resultCode = 20 BackupModule.onActivityResult()@129 [main]2022-05-07 14:02:36,466 INFO/App: onActivityResult: requestCode = 1720431897, resultCode = 20 RootActivityBase.onActivityResult()@53 [main]2022-05-07 14:02:36,466 ERROR/App: Unknown request. MainActivity.onActivityResult()@393 [main]2022-05-07 14:02:36,467 INFO/App: onResume MainActivity.onResume()@260 [main]2022-05-07 14:02:36,470 INFO/App: Task IntentTask, id = com.microsoft.authenticator.commonuilibrary.ui.AppLockActivity has been put to the queue. AppLockManager.enqueueAppLock()@124 [main]

Thank you very much.

microsoft-authenticator
· 2
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Hi all!
I suggest everyone following / having this same issue here to upvote this topic!

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ricardosolisvillegas-4678 avatar image
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ricardosolisvillegas-4678 answered

Hello @LuigiZurolo-6729

Welcome to Microsoft Q&A Platform.

Please let me give you some info that might help....

199943-image.png




Please "Accept the answer" if the information helped you. This will help us and others in the community as well.


image.png (81.7 KiB)
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LuigiZurolo-6729 answered Erwin-1552 commented

Hello @ricardosolisvillegas-4678,

thank you very much.

no I haven't setup first an account, I know the procedure because I did it many times.

From the home screen I use restore the backup, login with my MS account, and then it stops with the "an error occurred" error.

After that, to test, I've tried to add the account, enable the backup to see if it would enable (also in case this might be risking backup to be overridden) but same error appears here too, then deleted the account and retried many times from the main screen.

Seems all is wrong with that option / my data .. or the app? The logs report that strange Unknown request error which leads to the message on the screen in the app.

· 4
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Is this the error you are referring to?

ERROR/App: Unknown request. MainActivity.onActivityResult()@393

BR,

0 Votes 0 ·
Erwin-1552 avatar image Erwin-1552 ricardosolisvillegas-4678 ·

I have this error code as well (s22 ultra). I also can't make any new backups as well. I gave up so I managed to get some new 2FA codes but I cant even backup anything anymore, same error code while trying to recover.

0 Votes 0 ·
ricardosolisvillegas-4678 avatar image ricardosolisvillegas-4678 ricardosolisvillegas-4678 ·
0 Votes 0 ·
Erwin-1552 avatar image Erwin-1552 ricardosolisvillegas-4678 ·

Please see my new answer on this page, i couldnt send it as an reply because max 1600 characters

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Erwin-1552 avatar image
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Erwin-1552 answered Erwin-1552 commented

App details:
App version: 6.2204.2757
App version code: 202227570
ADAL version: 4.0.2
MSAL version: 3.0.2
Broker version: 4.0.6

             Device details:
             Android version: 12
             Android build: samsung/b0sxeea/b0s:12/SP1A.210812.016/S908BXXU1AVDA:user/release-keys
             Device name: b0s
             Device ID: SP1A.210812.016
             Device manufacturer: samsung
             Device model: SM-S908B
             Device display: SP1A.210812.016.S908BXXU1AVDA
             Device brand: samsung
             Device hardware: s5e9925
             Locale: en_NL

ACCOUNTS
None
2022-05-07 19:27:49,998 WARN/App: Logs have been deleted: true RemoveLogsUseCase$removeLogs$2.invokeSuspend()@45 [DefaultDispatcher-worker-5]
2022-05-07 19:27:50,028 INFO/App: Dialog task CallbackDialogTask, id = RestoreFlowActivity.[null].[Recovering from backup].[PROGRESS_DIALOG] was closed. DialogFragmentManager$Companion.dismissProgressDialog()@28 [main]
2022-05-07 19:27:50,030 INFO/App: Dialog task RestoreFlowActivity.[null].[Recovering from backup].[PROGRESS_DIALOG] has finished. DialogTaskQueue.tryCloseDialog()@104 [main]
2022-05-07 19:27:50,032 INFO/App: Task CallbackDialogTask, id = RestoreFlowActivity.[Unable to recover].[Something went wrong. Please send us logs using the Send logs option.].[INFO_DIALOG] has been put to the queue. DialogFragmentManager.enqueueCustomDialogFragment()@115 [main]
2022-05-07 19:27:50,033 INFO/App: Proceed to showing: CallbackDialogTask, id = RestoreFlowActivity.[Unable to recover].[Something went wrong. Please send us logs using the Send logs option.].[INFO_DIALOG] DialogTaskQueue.enqueueTask()@62 [main]
2022-05-07 19:27:50,041 WARN/App: Attempted to finish taskId = RestoreFlowActivity.[null].[Recovering from backup].[PROGRESS_DIALOG] but it's not shown by DialogTaskQueue now. DialogFragmentManager$enqueueCustomDialogFragment$1.run()@107 [main]
2022-05-07 19:27:50,110 INFO/App: Merging broker accounts into accounts list BrokerAccountUseCase$mergeBrokerAccounts$2.invokeSuspend()@84 [DefaultDispatcher-worker-1]
2022-05-07 19:27:50,195 INFO/Broker: [com.microsoft.identity.client.api.BrokerApiController] [2022-05-07 19:27:50 - thread_name : DefaultDispatcher-worker-1, correlation_id : UNSET] Android 31 Broker Strategies added : ContentProviderStrategy, AccountManagerUpdateCredentialStrategy, ThreadPoolExecutor$Worker.run()@641 [pool-18-thread-1]
2022-05-07 19:27:50,196 INFO/Broker: [BrokerOperationExecutor:getBrokerAccounts] [2022-05-07 19:27:50 - thread_name : DefaultDispatcher-worker-1, correlation_id : UNSET] Android 31 Executing with IIpcStrategy: ContentProviderStrategy ThreadPoolExecutor$Worker.run()@641 [pool-18-thread-1]
2022-05-07 19:27:50,196 INFO/Broker: [com.microsoft.identity.common.internal.broker.ipc.ContentProviderStrategyBROKER_API_HELLO] [2022-05-07 19:27:50 - thread_name : DefaultDispatcher-worker-1, correlation_id : UNSET] Android 31 Request to BrokerContentProvider for uri path /brokerApi/hello ThreadPoolExecutor$Worker.run()@641 [pool-18-thread-1]
2022-05-07 19:27:50,199 INFO/Broker: [com.microsoft.identity.common.internal.broker.ipc.ContentProviderStrategyBROKER_API_HELLO] [2022-05-07 19:27:50 - thread_name : DefaultDispatcher-worker-1, correlation_id : UNSET] Android 31 Received successful result from Broker Content Provider. ThreadPoolExecutor$Worker.run()@641 [pool-18-thread-1]
2022-05-07 19:27:50,199 INFO/Broker: [com.microsoft.identity.common.internal.result.MsalBrokerResultAdapter:verifyHelloFromResultBundle] [2022-05-07 19:27:50 - thread_name : DefaultDispatcher-worker-1, correlation_id : UNSET] Android 31 Able to establish the connect, the broker protocol version in common is [2.0] ThreadPoolExecutor$Worker.run()@641 [pool-18-thread-1]
2022-05-07 19:27:50,200 INFO/Broker: [com.microsoft.identity.common.internal.broker.ipc.ContentProviderStrategyBROKER_API_GET_BROKER_ACCOUNTS] [2022-05-07 19:27:50 - thread_name : DefaultDispatcher-worker-1, correlation_id : UNSET] Android 31 Request to BrokerContentProvider for uri path /brokerApi/getBrokerAccounts ThreadPoolExecutor$Worker.run()@641 [pool-18-thread-1]
2022-05-07 19:27:50,204 INFO/Broker: [com.microsoft.identity.common.internal.broker.ipc.ContentProviderStrategyBROKER_API_GET_BROKER_ACCOUNTS] [2022-05-07 19:27:50 - thread_name : DefaultDispatcher-worker-1, correlation_id : UNSET] Android 31 Received successful result from Broker Content Provider. ThreadPoolExecutor$Worker.run()@641 [pool-18-thread-1]
2022-05-07 19:27:50,204 INFO/App: Total number of broker accounts: 0 BrokerAccountUseCase$mergeBrokerAccounts$2.invokeSuspend()@88 [DefaultDispatcher-worker-1]
2022-05-07 19:27:50,206 INFO/App: hasDosPreventer = false AccountStorageCustomQueries.hasMfaAccountsConfiguredForNotifications()@99 [DefaultDispatcher-worker-1]
2022-05-07 19:27:50,396 INFO/MSA: ManageApproverResponse: <?xml version="1.0" encoding="utf-8" ?><S:Envelope xmlns:S="http://www.w3.org/2003/05/soap-envelope" xmlns:wsse="http://docs.oasis-open.org/wss/2004/01/oasis-200401-wss-wssecurity-secext-1.0.xsd" xmlns:wsu="http://docs.oasis-open.org/wss/2004/01/oasis-200401-wss-wssecurity-utility-1.0.xsd" xmlns:wsa="http://www.w3.org/2005/08/addressing"><S:Header></S:Header><S:Body xmlns:ps="http://schemas.microsoft.com/Passport/SoapServices/PPCRL"><ps:ManageApproverResponse Success="true"><ps:ServerInfo ServerTime="2022-05-07T19:27:52Z">(35)</ps:ServerInfo></ps:ManageApproverResponse></S:Body></S:Envelope> AbstractStsResponse.parse()@45 [DefaultDispatcher-worker-5]
2022-05-07 19:27:50,400 INFO/MSA: Account is unregistered for session approval. SessionManager.unregister()@280 [DefaultDispatcher-worker-5]
2022-05-07 19:27:50,401 INFO/App: Successfully unregistered MSA account MsaAccountUseCase$unregisterAccount$2.invokeSuspend()@146 [DefaultDispatcher-worker-5]
2022-05-07 19:27:50,403 INFO/App: Unregister account for session approval result = Success RestoreFlowViewModel$cleanUpAfterUnsuccessfulRestore$1.invokeSuspend()@54 [DefaultDispatcher-worker-5]
2022-05-07 19:27:52,375 INFO/App: Dialog task RestoreFlowActivity.[Unable to recover].[Something went wrong. Please send us logs using the Send logs option.].[INFO_DIALOG] has finished. DialogFragmentManager$enqueueCustomDialogFragment$1.run()@107 [main]
2022-05-07 19:27:52,394 INFO/App: Request code: [6]. Result Code: [20]. Intent is null: [true] MainActivity.onActivityResult()@369 [main]
2022-05-07 19:27:52,395 INFO/App: onActivityResult: requestCode = 6, resultCode = 20 BackupModule.onActivityResult()@129 [main]
2022-05-07 19:27:52,395 INFO/App: onActivityResult: requestCode = 6, resultCode = 20 RootActivityBase.onActivityResult()@53 [main]
2022-05-07 19:27:52,396 INFO/App: onResume MainActivity.onResume()@260 [main]
2022-05-07 19:27:52,401 INFO/App: Network status on the device. isConnected = true NetworkChangeManager.registerForNetworkChangesInternal()@44 [main]
2022-05-07 19:27:52,418 INFO/Broker: [WorkplaceJoinOperation#getAccount] [2022-05-07 19:27:52 - thread_name : pool-44-thread-1, correlation_id : UNSET] Android 31 WPJ account does not exist. ThreadPoolExecutor$Worker.run()@641 [pool-18-thread-1]
2022-05-07 19:27:52,419 INFO/App: Device is not workplace joined. AccountsListViewModel$validateWpjNgcAccount$1.invokeSuspend()@173 [DefaultDispatcher-worker-1]
2022-05-07 19:27:56,772 WARN/App: File not found: authenticator.1.txt CollectLogsUtils.readFileFromInternalStorage()@145 [AsyncTask #6]
2022-05-07 19:27:56,773 WARN/App: File not found: broker.1.txt CollectLogsUtils.readFileFromInternalStorage()@145 [AsyncTask #6]
2022-05-07 19:27:56,773 WARN/App: File not found: brooklyn.1.txt CollectLogsUtils.readFileFromInternalStorage()@145 [AsyncTask #6]
2022-05-07 19:27:56,773 WARN/App: File not found: experimentation.1.txt CollectLogsUtils.readFileFromInternalStorage()@145 [AsyncTask #6]
2022-05-07 19:27:56,773 WARN/App: File not found: DID.1.txt CollectLogsUtils.readFileFromInternalStorage()@145 [AsyncTask #6]
2022-05-07 19:27:56,773 WARN/App: File not found: authenticator.txt1 CollectLogsUtils.readFileFromInternalStorage()@145 [AsyncTask #6]
2022-05-07 19:27:56,774 WARN/App: File not found: broker.txt1 CollectLogsUtils.readFileFromInternalStorage()@145 [AsyncTask #6]
2022-05-07 19:27:56,774 WARN/App: File not found: brooklyn.txt1 CollectLogsUtils.readFileFromInternalStorage()@145 [AsyncTask #6]
2022-05-07 19:27:56,774 WARN/App: File not found: experimentation.txt1 CollectLogsUtils.readFileFromInternalStorage()@145 [AsyncTask #6]
2022-05-07 19:27:56,774 WARN/App: File not found: DID.txt1 CollectLogsUtils.readFileFromInternalStorage()@145 [AsyncTask #6]
2022-05-07 19:27:50,197 INFO/ROOT: [com.microsoft.identity.client.BrokerContentProvider] [2022-05-07 19:27:50 - thread_name : Binder:15064_1, correlation_id : UNSET] Android 31 Broker content provider invoked for uriType: 9 ThreadPoolExecutor$Worker.run()@641 [pool-4-thread-1]
2022-05-07 19:27:50,199 INFO/ROOT: [MicrosoftBrokerServiceOperation:hello] [2022-05-07 19:27:50 - thread_name : Binder:15064_1, correlation_id : UNSET] Android 31 MicrosoftBrokerServiceOperation starts hello for package name: com.azure.authenticator ThreadPoolExecutor$Worker.run()@641 [pool-4-thread-1]
2022-05-07 19:27:50,200 INFO/ROOT: [com.microsoft.identity.client.BrokerUtils#createHelloResultBundle] [2022-05-07 19:27:50 - thread_name : Binder:15064_1, correlation_id : UNSET] Android 31 Calling app broker protocol version: 2.0
Calling app required broker protocol version: 1.0
Broker app protocol version: 2.0 ThreadPoolExecutor$Worker.run()@641 [pool-4-thread-1]
2022-05-07 19:27:50,201 INFO/ROOT: [com.microsoft.identity.client.BrokerUtils#createHelloResultBundle] [2022-05-07 19:27:50 - thread_name : Binder:15064_1, correlation_id : UNSET] Android 31 Connection OK
Common protocol version: 2.0 ThreadPoolExecutor$Worker.run()@641 [pool-4-thread-1]
2022-05-07 19:27:50,202 INFO/ROOT: [com.microsoft.identity.client.BrokerContentProvider] [2022-05-07 19:27:50 - thread_name : Binder:15064_1, correlation_id : UNSET] Android 31 Broker content provider invoked for uriType: 10 ThreadPoolExecutor$Worker.run()@641 [pool-4-thread-1]
2022-05-07 19:27:50,203 INFO/ROOT: [MicrosoftBrokerServiceOperation:getBrokerAccounts] [2022-05-07 19:27:50 - thread_name : Binder:15064_1, correlation_id : UNSET] Android 31 MicrosoftBrokerServiceOperation starts getBrokerAccounts for package name: com.azure.authenticator ThreadPoolExecutor$Worker.run()@641 [pool-4-thread-1]
2022-05-07 19:27:50,204 INFO/ROOT: [BrokerAccountLoader:getBrokerAccounts] [2022-05-07 19:27:50 - thread_name : Binder:15064_1, correlation_id : UNSET] Android 31 No account matching broker account type exists. ThreadPoolExecutor$Worker.run()@641 [pool-4-thread-1]
2022-05-07 19:27:50,205 INFO/ROOT: [com.microsoft.identity.common.internal.result.MsalBrokerResultAdapter] [2022-05-07 19:27:50 - thread_name : Binder:15064_1, correlation_id : UNSET] Android 31 Get accounts, raw payload size :2 compressed size 22 ThreadPoolExecutor$Worker.run()@641 [pool-4-thread-1]
2022-05-07 19:27:50,108 DEBUG/Brooklyn: Configure and Display Brooklyn Enterprise controls called [DefaultDispatcher-worker-4]
2022-05-07 19:27:50,109 DEBUG/Brooklyn: allow listed account present [DefaultDispatcher-worker-4]
2022-05-07 19:27:50,110 DEBUG/Brooklyn: Brooklyn current state saved to ALLOW [DefaultDispatcher-worker-4]

· 2
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Erwin-1552 avatar image Erwin-1552 ricardosolisvillegas-4678 ·

?

I have tried 4 different phones by the way.

0 Votes 0 ·
ricardosolisvillegas-4678 avatar image
0 Votes"
ricardosolisvillegas-4678 answered

After reading a lot of doc's and checking the logs given, the issue might be for the following reasons below(but I can not say it is 100% accurate):

https://techcommunity.microsoft.com/t5/azure-active-directory-identity/building-multi-factor-authentication-into-your-applications/ba-p/243240

https://developer.android.com/reference/android/accounts/AccountManager

BR,

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ricardosolisvillegas-4678 avatar image
0 Votes"
ricardosolisvillegas-4678 answered Erwin-1552 commented

Hi,

After reading a lot of doc's and checking the logs given, the issue might be for the following reasons below(but I can not say it is 100% accurate):

https://techcommunity.microsoft.com/t5/azure-active-directory-identity/building-multi-factor-authentication-into-your-applications/ba-p/243240

https://developer.android.com/reference/android/accounts/AccountManager

BR,

· 2
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My 2 cents for those errors log.... I have seen this log that brought my attention:

AppLockManager.enqueueAppLock

Have you checked this on your mobile device?

BR,

0 Votes 0 ·
Erwin-1552 avatar image Erwin-1552 ricardosolisvillegas-4678 ·

I can not find this problem before this week, seems like people are having these problems recently so its probably on microsoft side.

0 Votes 0 ·
LuigiZurolo-6729 avatar image
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LuigiZurolo-6729 answered LuigiZurolo-6729 commented

Hi @Erwin-1552,

I see your logs are pretty similar to mine, I think we have the same thing.

@ricardosolisvillegas-4678 it might be (although the article is quite old and the app gets updated very often) but I don't see how this can be helpful to us because it is pretty developer stuff, so eventually there is an issue it is for the MS Authenticator team to fix.

I've noticed many comments on this same issue already here, it seems to be a wider issue. Btw I've tried to reinstall it on some older devices I have (example a Samsung S9) and same issue there too, so not device dependent.

· 4
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Hi, yes indeed. I am gonna try an iOS device right now, i will let you know. I really need these codes for work at monday. I already switched to Aegis (with this app you can export/import the codes yourself so save them on a cloud or nas) I can't ever have this happening again.

0 Votes 0 ·

Perhaps iOS will go well because I read they use different backup storage, and you won't find your backup unless this has been implemented nowadays.

Same thing here, I need some of them on Monday and can't choice what way to do .. recreate them? But same error on enabling backup as well, worth or switching to another app? But then I have some company MS stuff which would be better with its authenticator and login notification .. what a mess!

I really think it is something on MS side, maybe something is changed under specific conditions. How to forward this to the team? Have sent I think more than 10 feedbacks hopefully somebody might take it.

0 Votes 0 ·
Erwin-1552 avatar image Erwin-1552 LuigiZurolo-6729 ·

Hi,

iOS not working as well but that's because I did not have an iCloud backup.

I already switched most of my codes to Aegis, with Aegis you can download backups yourself and store on cloud / usb. I can't effort this to happen one more time. It took me 5 hours to contact admins to remove my 2FA and still im missing some accounts so frustrating.

Very bad Microsoft.

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LuigiZurolo-6729 answered Erwin-1552 commented

The fact is that I'm blocked in what to do and this is quite critical... backup doesn't restore, ok I'll setup all the accounts (quite a lot!) but then I can't enable backup because it gives the same error, is it a good choice to do or I'll be locked not being able to backup them? But if backups are available, well I would like to restore them because as said I have quite some accounts there .. and on Monday I'll need some of them :-(.

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Switch to Aegis bro, dont let microsoft control your backup anymore.

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May I please know what accounts are? Work account, personal account and so on...

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LuigiZurolo-6729 avatar image LuigiZurolo-6729 ricardosolisvillegas-4678 ·

I mean the 2FA accounts backed up into the MS Authenticator app, it is a mix of everything since I have 2FA enabled everywhere is possible.

For the MS authenticator of course I do use a personal MS account since backup was available only with personal accounts.

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For instance, we need to understand that when you use your personal account "outlook/Hotmail/Apple cloud ID" or any other... There is something called TRUSTED DEVICES

If you were log in before using any other mobile or PC device and you logged in successfully this is considered trusted devices .

Besides that, if can have trusted location which is kind of similar for what I explained previously but you will need to enable GPS on the device.

If you sync your devices for backup your data , you shall be able to see it from this tab on your email account.

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LuigiZurolo-6729 answered Erwin-1552 commented

Hi @ricardosolisvillegas-4678,

thank you.

no device has been anytime part of this "trusted devices" for using the authenticator app, in fact I have no trusted devices at all ever in my MS personal account and I don't think this now is changed because it is not very well sense as I login to access the backups and it should be "trusted" when doing that. Btw on the same device I'm logged in into OneDrive as well successfully, so no login issues.

For the backup section I believe that section is related to the device sync and not MS authenticator backups (same as when you see in google drive / backups, here you find phone sync backups and eventually WA). In the docs it always says that iOS will backup on iCloud and Android will backup on Android (not well specified what "on Android" means), in fact I have nothing here because I don't sync my phone with OneDrive, never.

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Can someone have a look at this specific issue reported by many rather than suggest items picked up from general threads?


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The Microsoft Authenticator app backs up your account credentials and related app settings, such as the order of your accounts, to the cloud. You can then use the app to recover your information on a new device, potentially avoiding getting locked out or having to recreate accounts.

Each backup storage location requires you to have one personal Microsoft account, and iOS requires you to also have an iCloud account. You can have multiple accounts stored in that single location. For example, you can have a personal account, a work or school account, and a personal, non-Microsoft account like for Facebook, Google, and so on.

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LuigiZurolo-6729 avatar image LuigiZurolo-6729 ricardosolisvillegas-4678 ·

Ok that's clear but how does it help now with this error we are having? It completely fails when attempting to connect to the backup giving this "error occurred, send logs", and in logs something related to the requests made to MS API seems to fail... perhaps under certain conditions and not general but there is.

If I recreate the accounts and add my MS account first all seems to work but can't switch on backup as well here with the same exact error, so again connecting to the backup and now not during restore.

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Did you see any icon on your storage account?

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HSY-7618 answered Erwin-1552 edited

I use ms authenticator about 4 years. But this time i have same problem "backup doesn't restore".
Please check Google Play's Microsoft Authenticator app's recently reviewes. A lot of people have same problem with restoring accounts. 2022 May 7 and newer.

When I try to restore it I get: "an error occurred, please send logs via the feedback option"

I need to recover my authenticator accounts. Now I can't login to my important accounts like binance and others.

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I switched to Aegis, you can download backups yourself to cloud or an usbstick for example.

f*ck this, it took me 6 hours to switch

Removing 2FA on Binance is quite easy actually, done that in less than 5 minutes.

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HSY-7618 answered

Guys, Microsoft fixed the problem. I have recoverd all my accounts.
But it's to late, i have switched to Authy.

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