Summary
Use this guide to walk through common troubleshooting issues that may be encountered during multi-factor authentication (MFA) registration and sign-in.
Microsoft Authenticator App
Authenticator app general troubleshooting tips.
- If you're using mobile data, try switching to WiFi, and vice versa. Confirm Airplane mode is turned off.
- Ensure you're using a recent version of Authenticator. Microsoft does not support app versions more than 12 months old. Tap Settings, and make sure App updates is turned on.
- Tap Settings, and turn off battery optimization for faster sync performance.
- Tap Settings >Notification Settings and make sure Show notifications is turned on.
- Make sure your device is up to date, and make sure the device's Date&Time are correct too.
Authenticator shows an incorrect address or location.
Push notifications include your location to provide better sign-in security. Your phone's operating system is used to provide the location. It is not always exact and may show an incorrect or approximate address.
Authenticator notifications always expired.
Authenticator user your mobile device clock to accurately report your local time. If your device clock is set to manual, change it to automatic. After updating the setting, restart your device and make sure the new time is set correctly.
Error: Enable push notifications to receive alerts.
Go to your device settings and make sure push notifications are enabled and you have network connectivity. You can also remove your account and attempt the sign-in again.
Error: Sorry, only part of the set up completed successfully.
In order to use Authenticator app, push notifications for the app must be enabled and Google Play Services and Google Play Store must be downloaded and enabled. If you have trouble, you can check these settings:
- Make sure the device requires a PIN or biometric to unlock. Try to enable faceID or fingerprint in the device and restart the device.
- Make sure the device has hardware encryption enabled.
- Check that your phone is not running any malware like a rootkit.
- Make sure the Authenticator app is updated to the latest version.
Error: Authentication did not complete.
You may receive this message for the following reasons:
- Silent notifications: If notifications are disabled, you may not receive the necessary prompts to complete authentication. Make sure notifications are enabled for the app. Check your text messages for authentication codes that may have arrived silently.
- App is locked: Make sure Authenticator is unlocked on your device. The number entry box may not appear if the app is locked.
- Outdated app version: Using an outdated version of Microsoft Authenticator can cause issues. Make sure you have the latest version installed.
- Network issues: If your device is not connected to a network or if there are network disruptions, the authentication process may fail. Try switching between WiFi and mobile data.
- Device settings: Ensure the device date and time settings are correct.
Can't install the Authenticator app (phone operating system out of date).
Microsoft Authenticator app requires recent versions of the Android and iOS operating systems to be installed.
iPhone
Requires iOS 16.0 or later.
Android
Requires Android 8.0 or later.
If your phone is not compatible, please use text or phone call methods for MFA instead.
How to check your phone's operating system version:
iOS
Go to Settings > General > About.
Android
Go to Settings > System > About Phone.
Disable App Lock (requirement to enter device pin or biometric when opening Authenticator).
App Lock in Authenticator helps keep your one-time verification codes, app information, and app settings more secure. When App Lock is enabled, you'll be asked to authenticate using your device PIN or biometric every time you open Authenticator. App Lock also helps ensure that you're the only one who can approve notifications by prompting for your PIN or biometric any time you approve a sign-in notification.
If you're having trouble entering the validation code before it times out, you can turn App Lock off on the Authenticator Settings page. By default, App Lock is turned on when you set up a PIN or biometric on your device.
Text and Phone Call
I'm not receiving text messages or phone calls.
Not receiving the verification code is a common problem. Here are some suggestions to try:
- Restart your mobile device: Sometimes your device needs a refresh. Restarting it will end and restart background services and processes.
- Verify notifications are turned on: Ensure notifications from your text messaging app are turned on and create an alert that is visible on your device.
- Make sure you have a signal: Make sure phone calls and text message are getting through to your device. Have a friend call and send a text message to test that they're both working. If you're still not receiving messages or calls you may need to talk to your service provide. If you have signal related problems, we recommend using the Authenticator app so you can sign-in without requiring cell signal or an internet connection.
- Turn off Do not disturb and Airplane mode: When these features are turned on, notifications aren't allowed to alert you on your mobile device.
- Check your battery settings: If your battery optimization is set to stop less frequently used apps from remaining active, your notification system may be affected. Try turning off battery optimization for your messaging app, then try signing into your account again.
I have a new phone number and I want to add it.
If you have a new phone number, you'll need to update your security verification method. To update the method, go to https://aka.ms/mysecurityinfo and click the change button next to the old phone number:
Additional Help
If you are still experiencing issues after attempting all of the steps outlined above, please contact the SD68 Helpdesk (Link)