Troubleshooting Microsoft Authenticator app

Sometimes if multiple Authenticator requests are sent in quick succession, the app is unable to determine which request to respond to. There are a few things to try if you are experiencing issues due to the Authenticator app as outlined below.

1. Quit The App on your Phone

Apps on your phone will stop responding from time to time, and the only way to jolt them back to life again is to quit and restart the app.

On an iPhone, you can swipe from the bottom of the screen to open the task manager, and then swipe UP the app that you wish to close

On an Android, you can press the task manager button (usually located on the bottom right of the screen), and then swipe SIDEWAYS on the app that you wish to close

2. Wait 30 Seconds Before Trying Again

If there is any confusion about which request to respond to, waiting 30 seconds before attempting to sign in will ensure that your new request is the only one that is currently pending

3. Visit the App BEFORE Attempting to Log in

Sometimes your phone may fail to show the notification at the top of your screen asking you to "Approve" or "Deny" the sign-in request. This can be due to a glitch, or it may be that your privacy settings are strict which is blocking the notification from popping up.

The notification should ALWAYS appear whilst you have the app actively open on your screen.

Open the app on your phone and THEN initiate the sign-in request.

4. Restart the Phone

The classic "Turn it off and on again".

It sounds silly, but 50% of the time, it works every time.

5. If all else fails - contact Progress IT

If you have tried the above troubleshooting steps and you are still unable to log in using the Microsoft Authenticator app, there will be a misconfiguration somewhere and it is probably time to involve our helpdesk technicians.

1300 787 099


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