Troubleshooting common issues with Azure Multi-Factor Authentication

Description

There are several common issues that students, faculty, and staff experience when using Azure Multi-Factor Authentication (MFA). This article helps you troubleshoot those easily-resolvable issues.

Table of contents

Environment

PC, Mac, mobile device

Solution 

Receiving an Azure MFA login request that I did not initiate 

An unexpected request means that someone is trying to use your password to login to your account.

  1. Select Deny. 

  2. Change your OHIO password immediately.

 

Unable to scan the QR code to enroll in Azure MFA

  1. If you're unable to scan the QR code, select Can't scan image? below the QR code

    • This will display a numerical code and URL that you can enter on the Authenticator app to enroll your device. Displays a QR code with the text Can't scan image? Enter the following into your app: Code and URL

  2. If you are still unable to enroll, please contact the IT Service Desk for further assistance enrolling in Azure MFA.

 

Not receiving push notifications on my device

  1. First, ensure you are using the correct device that has been enrolled in Azure MFA.

  2. If you are sure you are using the correct device, it may be an issue with network connectivity. Try turning your Wi-Fi off and then back on.

    • If you are currently using your cellular plan's network, try turning airplane mode on and back off. 

  3. Ensure the date and time on your device are set to automatically update.

    • If this is set manually, the device will not communicate with the Azure MFA servers or receive a notification.

  4. If you have authenticated previously, try re-enrolling your device:

    1. Log into myaccount.microsoft.com with your full @ohio.edu email address and OHIO password. 

    2. Under Security info, select Update Info >

    3. Select Add method.   

    4. Select the authentication method you wish to add. A dropdown menu with the following options: Authenticator app, Phone, Alternate phone, Email, Office phone
    5. Follow the prompts to complete the enrollment process for your new device.

    6. If your previous device is still listed, select Delete to remove it from your account.

  5. If any of these methods don't work, please contact the IT Service Desk for further assistance. 

 

Using an Android 12 and experiencing VPN limitations

  • If you are using Android 12, you can access the VPN on a desktop using push notifications to your mobile device. However, you will not be able to access the VPN directly on your phone or mobile device.

  • If you need to be able to access the VPN from your mobile device and do not have access to a desktop, we recommend you do not switch to Azure MFA at this time. If you experience issues accessing the VPN, please contact the IT Service Desk.

 

Power Automate Flows are no longer working

  1. Visit us.flow.microsoft.com/manage.

  2. Select Reauthenticate when prompted.  Action required pop-up with cursor clicking reauthenticate button

 

Contact the IT Service Desk

Contact the IT Service Desk for assistance with other common issues, including:

  • Using Azure MFA without a cell phone

  • Your device has been lost or stolen

  • You've got a new phone number

  • Switching back to DUO Mobile

 

Outcome: You should now be able to troubleshoot common issues and know when to contact the IT Service Desk when using Azure Multi-Factor Authentication.

 

Get help from OIT

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Details

Article ID: 282
Created
Fri 4/8/22 10:03 AM
Modified
Tue 5/24/22 1:19 PM