Microsoft Authenticator - Troubleshooting

Use this article when Microsoft Authenticator setup or prompt-based MFA approval does not work as expected. For setup steps, use the first-time setup article or the Security info setup article.

Eastern DTS Help Desk

• Phone: (860) 465-4346
• Email: support@easternct.edu

No enrollment prompt appears

Open the Security info portal and try adding Microsoft Authenticator manually. If the portal is unavailable or registration is blocked, contact the Eastern DTS Help Desk.

QR scanning fails

1. Confirm that Authenticator has camera access.
2. Increase the computer screen brightness and reduce glare.
3. Clean the phone camera lens and hold the phone steady.
4. Use Authenticator’s scanner, not the phone’s ordinary Camera app.
5. Update Authenticator and generate a fresh QR code.
6. On the computer, select Can’t scan the QR code? or Can’t scan the image?.
7. In Authenticator, select Enter code manually.
8. Enter the URL and code exactly as shown in your live enrollment window.

If the code expires, generate a new one. Never copy setup values from screenshots or send them to anyone.

No notification arrives

• Check Wi-Fi or cellular data and turn off Airplane mode.
• Allow Authenticator notifications.
• Temporarily turn off Focus, Do Not Disturb, or Quiet mode.
• On Android, confirm Google Play Services and Google Play Store are enabled.
• Disable battery optimization for Authenticator if the phone restricts background activity.
• Set the phone’s date and time automatically.
• Open Authenticator manually and refresh it.

Authenticator opens the wrong screen

If the app opens a sign-in form instead of the account-type menu:

1. Cancel the sign-in form.
2. Select + or Add account.
3. Select Work or school account.
4. Select Scan a QR Code for QR enrollment.

The number does not match

Do not approve the request. Deny it, send a new notification, and compare the new number. If the mismatch continues, contact the Help Desk.

The enrollment test does not complete

Confirm that you are checking the correct account, that notifications are enabled, and that the computer and phone have internet access. Restart the test from the enrollment window. If the account was partially added, do not remove the only working method without help-desk guidance.

Administrator or sign-in policy error

Messages such as Restricted by your administrator, Not enough authentication methods, or a Conditional Access error require Eastern administrator action. contact the Help Desk with the exact error text. Do not send your password, QR code, setup code, or approval request.

Account tile is inactive or setup is incomplete

Update Authenticator, enable notifications, confirm the phone has a PIN or biometric lock if required, and retry. If the problem continues, contact the Help Desk before deleting or re-adding the account.

Lost, replaced, or wiped phone

contact the Help Desk before removing Authenticator or deleting the account tile. The help desk must help register a new sign-in method.

Security reminders

• Approve only sign-ins you initiated.
• Verify the account and matching number before approving.
• Never share QR codes, setup codes, passwords, or approval requests.
• Keep Authenticator and your phone updated.

References

• Microsoft: Troubleshoot problems with Microsoft Authenticator
• Microsoft: How to add your accounts to Microsoft Authenticator
• Microsoft: Download Microsoft Authenticator

Screenshots in the setup articles are Eastern-provided captures for internal documentation. Recheck Microsoft guidance and Eastern DTS Help Desk procedures when maintaining this article.