Problems during MFA setup
Setup is stuck at "Checking Activation Status..." or fails to activate
This is usually a fairly quick step, but can take several minutes.
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If checking activation status fails, retry the previous setup steps at least once
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If this step continues to fail, or if you eventually receive an error, note the error number and message and contact the IT Help Desk.
I chose text or phone alerts accidentally and want to use a different option
After you complete your setup, you can choose "Mobile app" or other option in your account settings: aka.ms/mfasetup
I started setting up MFA but was unable to complete
The best option here is to start the process over, but make sure to follow the steps outlined in our article: Setting up Multi-Factor Authentication (MFA)
I am getting a lot of MFA prompts
After the initial setup of MFA, it is normal to get multiple prompts as you use different Microsoft applications. It will be a different number for different people depending on how many Microsoft applications they are using, how many devices are connecting to the applications, and where they are located.
As you access different applications and the initial prompts are satisfied, there should be a noticeable reduction in prompts.
My shared mailbox isn't updating after enabling MFA
If you have access to a departmental or other shared mailbox, your access should not change due to MFA being enabled on your account.
Some things to try:
- Restart your Outlook software.
- Restart your workstation.
- Verify that you are still able to access the shared account via email.olivet.edu
- Within Outlook, click the Send/Receive tab. If a button is available for supplying username and password, click that entry and enter your own username/password.
- If none of the above works, call the IT Help Desk
Other Problems
I have questions about the Microsoft Authenticator App
Visit Microsoft's FAQ on Microsoft Authenticator
Where do I go to set up or change my MFA settings?
Direct link to your account settings: aka.ms/mfasetup
MFA mostly works, but I am occasionally not getting approval pop-ups
Application Related Issues
Depending on your phone model and OS, the Microsoft Authenticator app can be restricted by permissions and some data saving or power savings settings, this is particularly a problem on Android devices.
Make sure the app is enabled to Allow:
- Background activity
- Background data usage
- App usage while data saving or power saving mode is on
Connectivity Related Issues
If your device running Microsoft Authenticator has intermittent or interrupted connectivity you might not be able to receive an approval pop-up.
I know MFA works for my account, but right now I can't get in
There are some cases where MFA is enabled on your account and you may still have difficulties getting logged in.
Even if you have difficulty getting into your account using the Microsoft Authenticator or the text code as a primary method, you can still get connected to your account if you have previously set up an additional security verification option (Step 9 on Setting up Multi-Factor Authentication (MFA)).
Some reasons you might need to use an alternate authentication method:
- You don't have your phone or mobile device handy.
- You lost your phone, or got a new number assigned.
- Authentication text or phone call is not making it through.
- Your app passwords are not working
Sign in using another verification method
1. Sign into your account at the normal sign-in prompt using your username and password.
2. Select an option at the "Verify your identity" screen. The options available to you will vary depending on how you have set up your MFA options.
- If you don't see any other verification methods it means you haven't set up any. You'll have to contact the IT Help Desk for help signing into your account. After you sign in, make sure you add additional verification methods. For more info about adding verification methods, see Step 8 on Setting up Multi-Factor Authentication (MFA).
3. When you select an option, the screen will change and provide more information, depending on the method of verification.
5. After you have regained access to your account, update your verification methods if needed (See step 8 on Setting up Multi-Factor Authentication (MFA))
Frequently Asked Questions (FAQs)
What happens when I get a new phone?
Video: How to set up Microsoft authenticator on a new phone
You must have at least two methods verification/recovery methods set-up. When you get your replacement phone, you may set-up the Microsoft Authenticator app again using a text message to your mobile number (after the phone number is transferred to your replacement phone). You may also set up the Microsoft Authenticator app on a second or third device like an iPad for more recovery options. Set up additional verification/recovery methods mysignins.microsoft.com/security-info
May I use my verification/recovery methods, like the Microsoft Authenticator app to change my password if I forget it?
Yes. To change your password, please visit myaccount.microsoft.com/ and select "Change Password" under the Password block.
Why did I stop receiving email on my mobile device after I set up Multi-Factor Authentication (MFA)?
The default email app for Android devices may not be compatible with Microsoft MFA. This is also true for some Apple devices, if you are not using the most recent version of iOS. We highly recommend using the Microsoft Outlook app for your Olivet email/calendar. Although you may be able to get other apps to work, the Microsoft Outlook app is free and will reduce immediate and future email compatibility issues for both Android and Apple iOS devices.
How may I check to see if I have setup two verification/recovery methods and which one is the default method that will be used to approve sing-ins?
You may check which methods are setup by going to mysignins.microsoft.com/security-info . The default method is listed at the top of the page and has an option to change the default. We recommend using the Microsoft Authenticator app Notification as the default.
What if I accidentally denied a sign in request for one of my devices?
To re-enable your device, please contact the Help Desk.