Microsoft authenticator for android Cloud Backup not working

Question

Microsoft authenticator for android Cloud Backup not working

VASS Dimi 6

There must be a problem enabling cloud backup on Microsoft authenticator app on Android. Tried to enable on my account but there was an error enabling and I had to send Microsoft the log files.
Tried with a totally new Microsoft account , created, added Microsoft authenticator and when I tried to enable cloud backup the same problem appeared. 3 different android phones ( android 12, 9).
This error appeared this week. Tried using wifi or cellular, with provider DNS and Google dns . Same error .
What is happening ?

risolis 8,741 Reputation points

2022-05-07T19:07:01.55+00:00

Hello @VASSDimi-5463

Welcome to Microsoft Q&A Platform.

Many thanks for your feedback and I wonder if there is any chance to keep this on the following threads please : )

https://learn.microsoft.com/en-us/answers/questions/839248/microsoft-authenticator-cannot-recover-my-backup.html?childToView=840407#answer-840407

https://learn.microsoft.com/en-us/answers/questions/840428/an-error-occurred-while-connecting-backup.html?childToView=840514#answer-840514

https://learn.microsoft.com/en-us/answers/questions/840079/how-do-you-fix-a-problem-signing-into-the-update-b.html?childToView=840522#answer-840522

Many thanks,

3 answers

Your answer

risolis 8,741 Reputation points

2022-05-07T19:07:01.55+00:00

Hello @VASSDimi-5463

Welcome to Microsoft Q&A Platform.

Many thanks for your feedback and I wonder if there is any chance to keep this on the following threads please : )

https://learn.microsoft.com/en-us/answers/questions/839248/microsoft-authenticator-cannot-recover-my-backup.html?childToView=840407#answer-840407

https://learn.microsoft.com/en-us/answers/questions/840428/an-error-occurred-while-connecting-backup.html?childToView=840514#answer-840514

https://learn.microsoft.com/en-us/answers/questions/840079/how-do-you-fix-a-problem-signing-into-the-update-b.html?childToView=840522#answer-840522

Many thanks,

Answer 1

rrrrrzzzzz 6

this is a widespread known issue by authenticator users. unfortunately ms refused to acknowledge this.

risolis 8,741 Reputation points

2022-05-07T22:17:06.82+00:00

Thank you for your response.

I just wanted to make a Friendly reminder and it is.... If you deleted the Authenticator app then you get it locked out so, if you try any other step will not work for the same reason mentioned previously.

Finally, I can not answer in a accurate manner that it is wider issue because depends on the steps taken. But you can always recover your account by submitting your recovery form : )

Many thanks!
VASS Dimi 6 Reputation points

2022-05-08T06:25:51.28+00:00
Steps taken :

Create a new microsoft account

Download the microsoft authenticator for android 12

Added the new account on Microsoft authenticator

Added some old accounts

Tried to enable cloud backup

Failed with " some error message "

On a second phone:

Download the microsoft authenticator app

Without adding anything selected restore from backup

Selected my original microsoft personal account as the restore account

Failed with "some error message"

On third phone:

Download the microsoft authenticator app

Added my original microsoft personal account

Tried to enable backup on cloud

Failed with "some error message"
risolis 8,741 Reputation points

2022-05-08T20:09:51.527+00:00

Many thanks.

Please confirm if you get the following error log on your MS authenticator app?

ERROR/App: MSA Key Retrieval Error: BackupFlowActivity.handleGetEncryptionKeyResult

If yes, the issue might be for the following reason...(But I can not say it is 100% accurate.)

Many thanks for your issue replication : )

BR,

Answer 2

No , this is not the case .
I don't see any error like the one you described:
Following part of the log file

2022-05-08 20:42:07,779 INFO/DID_SDK/: Failed to get accessToken [DefaultDispatcher-worker-1]
2022-05-08 20:42:07,780 INFO/DID_SDK/: com.microsoft.did.sdk.util.controlflow.AuthenticationException: Exception while getting accessToken
at com.microsoft.authenticator.features.did.DidAccountAndAuthenticationProvider.getAccessTokenForAccount(DidAccountAndAuthenticationProvider.kt:43)
at com.microsoft.authenticator.features.did.DidAccountAndAuthenticationProvider$getAccessTokenForAccount$1.invokeSuspend(Unknown Source:12)
at kotlin.coroutines.jvm.internal.BaseContinuationImpl.resumeWith(ContinuationImpl.kt:33)
at kotlinx.coroutines.UndispatchedCoroutine.afterResume(CoroutineContext.kt:142)
at kotlinx.coroutines.AbstractCoroutine.resumeWith(AbstractCoroutine.kt:102)
at kotlin.coroutines.jvm.internal.BaseContinuationImpl.resumeWith(ContinuationImpl.kt:46)
at kotlinx.coroutines.DispatchedTask.run(DispatchedTask.kt:106)
at kotlinx.coroutines.scheduling.CoroutineScheduler.runSafely(CoroutineScheduler.kt:571)
at kotlinx.coroutines.scheduling.CoroutineScheduler$Worker.executeTask(CoroutineScheduler.kt:750)
at kotlinx.coroutines.scheduling.CoroutineScheduler$Worker.runWorker(CoroutineScheduler.kt:678)
at kotlinx.coroutines.scheduling.CoroutineScheduler$Worker.run(CoroutineScheduler.kt:665)
Caused by: com.microsoft.tokenshare.AccountNotFoundException: MSAL failed to get account
at com.microsoft.authenticator.authentication.aad.abstraction.MsalTokenRefreshManager$getTokenSilentlyAsync$$inlined$suspendCoroutine$lambda$1.onTaskCompleted(MsalTokenRefreshManager.kt:552)
at com.microsoft.identity.client.MultipleAccountPublicClientApplication$3$1.onTaskCompleted(MultipleAccountPublicClientApplication.java:237)
at com.microsoft.identity.client.MultipleAccountPublicClientApplication$3$1.onTaskCompleted(MultipleAccountPublicClientApplication.java:232)
at com.microsoft.identity.common.java.controllers.CommandDispatcher.commandCallbackOnTaskCompleted(CommandDispatcher.java:541)
at com.microsoft.identity.common.java.controllers.CommandDispatcher.access$1100(CommandDispatcher.java:85)
at com.microsoft.identity.common.java.controllers.CommandDispatcher$4.run(CommandDispatcher.java:517)
at android.os.Handler.handleCallback(Handler.java:938)
at android.os.Handler.dispatchMessage(Handler.java:99)
at android.os.Looper.loopOnce(Looper.java:226)
at android.os.Looper.loop(Looper.java:313)
at android.app.ActivityThread.main(ActivityThread.java:8663)
at java.lang.reflect.Method.invoke(Native Method)
at com.android.internal.os.RuntimeInit$MethodAndArgsCaller.run(RuntimeInit.java:567)
at com.android.internal.os.ZygoteInit.main(ZygoteInit.java:1135)
[DefaultDispatcher-worker-1]

risolis 8,741 Reputation points

2022-05-09T02:54:15.463+00:00

Hi,

https://learn.microsoft.com/en-us/answers/questions/839248/microsoft-authenticator-cannot-recover-my-backup.html?childToView=840988#comment-840988

Answer 3

VASS Dimi 6

Finally fixed. Back to normal state.

pep dek 1 Reputation point

2022-05-13T11:43:07.63+00:00

thanks @VASSDimi-5463 for pursuing this!
rrrrrzzzzz 6 Reputation points

2022-05-13T14:33:44.227+00:00

I can confirm, backup is now working. Microsoft finally fixed this.
Anton Galamba 0 Reputation points

2023-10-09T17:10:50.61+00:00

How did you fix it ?

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Microsoft authenticator for android Cloud Backup not working

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