Troubleshooting Microsoft Authenticator Setup Errors (Entra MFA)

If Microsoft Authenticator won't finish setting up on your phone, find your problem below and follow the fix. This article covers the setup problems University of Maine System (UMS) students and employees report most often.

Table of Contents

  1. Solution
    1. "Unable to add account" in Microsoft Authenticator
    2. Where to find the QR code
    3. Pairing keeps retrying
    4. When the app shows a number or code, or asks for one
    5. Error messages in the app
    6. Still stuck?
    7. Additional resources

Solution

Microsoft keeps a list of quick checks that fix many Authenticator problems, such as updating the app and checking your phone's settings. Start with Troubleshoot problems with Microsoft Authenticator, Microsoft Support (External Link), then use the sections below for problems specific to setting up your UMS account.

ℹ️ INFO: When a Microsoft article tells you to contact your "IT admin" or "admin," contact the IT Service Desk.

"Unable to add account" in Microsoft Authenticator

This error usually means the setup code inside the QR code (the square barcode on your computer screen) has expired, or notifications for Authenticator are turned off. Notifications are the alerts that pop up on your phone.

  1. Turn on notifications for Microsoft Authenticator on your phone.
  2. In the Authenticator app, remove your UMS account if it appears partly added.
  3. On your computer, go to accounts.maine.edu/mymfa and sign in.
  4. Select Add sign-in method, choose Microsoft Authenticator, then select Add.
  5. Select Next until you see the "Scan the QR code" box. Each QR code works for one setup only, so always start over to get a new one.
  6. In the Authenticator app, tap + (the plus sign), then Work or school account, then Scan a QR code. Do not choose Personal account.
  7. If you still see the error, contact the IT Service Desk. Some causes can only be fixed on your account by UMS IT.

Add your work or school account to the Microsoft Authenticator app, Microsoft Support (External Link)

Where to find the QR code

The QR code is not emailed to you. It appears only on your computer screen, in the "Scan the QR code" box, after you choose Microsoft Authenticator on accounts.maine.edu/mymfa and select Next. Scan it with the Authenticator app on your phone, then come back to your computer and select Next.

Set up Security info from a sign-in page, Microsoft Support (External Link)

Pairing keeps retrying

After you select Next in the "Scan the QR code" box, the setup page sends a test notification to your phone. If the notification never arrives, setup can't finish.

  1. Make sure notifications are turned on for Microsoft Authenticator.
  2. Turn off Do Not Disturb, which blocks notifications.
  3. Open Authenticator and unlock it if it asks for your PIN, fingerprint, or face.
  4. If the setup window on your computer has timed out, close it and start over at accounts.maine.edu/mymfa.
  5. If it still won't pair, work through Troubleshoot problems with Microsoft Authenticator, Microsoft Support (External Link), then contact the IT Service Desk.

When the app shows a number or code, or asks for one

The setup page shows a number ("Let's try it out"):

Switch to the Authenticator app, enter that number in the "Are you trying to sign in?" prompt, then tap Yes. The number always comes from the screen you started on, not the app.

The app asks you for a code before your account is added:

The app can't give you a code until your account is added with the QR code. Close that screen, start at accounts.maine.edu/mymfa, and scan the QR code. If you can't get past this screen, contact the IT Service Desk.

The app shows a code and asks you to enter it on another device:

This means you chose Sign in inside the app instead of Scan a QR code. Go back and use the QR code from accounts.maine.edu/mymfa instead.

Error messages in the app

If you see one of these messages while adding your UMS account to Authenticator, find it below and follow the fix.

Message What to do
"Your device is jailbroken" or "Your device is rooted" Authenticator can't be used with your UMS account on this phone. See MFA Without a Smartphone: Your Options for other sign-in methods. Learn more: Microsoft's explanation of jailbreak and root detection (External Link).
"Enable push notifications to receive alerts" or "Please ensure push notifications are enabled in Settings" Turn on notifications for Authenticator, then follow Microsoft's fix for push notification errors (External Link).
"Google Play services are currently unavailable on this device" (Android) Follow Microsoft's fix for the Google Play services error (External Link).
"The account you're trying to add is not valid at this time" Contact the IT Service Desk.
"Sorry, only part of the set up completed successfully" (Android) Follow Microsoft's fix for the partial setup error (External Link).
"We could not complete the sign-in at this time." Turn on notifications for Authenticator, then follow Microsoft's fix for this sign-in error (External Link).

Help turning on notifications: Turn notifications on for an app on iPhone (External Link) or Control notifications on Android (External Link).

If the fix doesn't work, contact the IT Service Desk.

Still stuck?

Contact the IT Service Desk.

Additional resources

Environment

  • Applies to all University of Maine System (UMS) accounts
  • Microsoft Entra multi-factor authentication (MFA)
  • Microsoft Authenticator app on iOS and Android
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