none
Can’t activate account in the Microsoft Authenticator app (Android/iOS) RRS feed

  • Question

  • Hello,

    We're having trouble activating the Microsoft Authenticator App with a specific customer. The customer has about 1500 employees which are all experiencing the same issue.

    The customer is using a on-premise Multi-Factor Authentication Server (version 7.2.0.1).

    1. When opening the Microsoft Authenticator app we press on the '+' symbol to add an account.
    2. Then we press the 'Work or school account' option.
    3. After this we're able to use the camera to scan the QR code
    4. When the QR code is scanned there will be a notification saying 'Activating. Please wait...'
    5. This will fail after about 15 seconds with a generic error message: 'Unable to add the account. Unexpected error. Please contact your local IT administrator to resolve the problem.'

    What we've done so far: 

    • We've tried several Android phones (Samsung Galaxy S8, Samsung Galaxy J5 and OnePlus 6).
    • We've tried several versions of the MFA app (latest 6.4.8, 6.4.7, 6.4.5 and 6.4.4)
    • We've tried an iPhone SE. 
    • We've tried manually adding an account instead of via a QR code.

    On every occasion the issue remains.

    The Text message and Phone call option is working perfectly. So we have to assume there is an issue with the app. 

    We checked the Event Viewer (Application Logs, Windows Azure Logs) but we can't find any errors or warnings regarding this issue.

    We checked the log files ".\Program Files\Multi-Factor Authentication Server\Logs" but we can't find any errors regarding activating the App.

    I hope someone can help us out.

    Thanks in advance.

    Logging Microsoft Authenticator app

    06-17 13:10:21:856 INFO/App: Starting MFA activation task ActivationTask.doInBackground()@82 [AsyncTask #6] 06-17 13:10:21:858 INFO/App: activation code: 682925592 ActivationTask.doInBackground()@101 [AsyncTask #6] 06-17 13:10:21:858 INFO/App: paws URL: https://"URL"/MFA ActivationTask.doInBackground()@102 [AsyncTask #6] 06-17 13:10:21:861 INFO/App: Network Info: [type: WIFI[] - WIFI, state: CONNECTED/CONNECTED, reason: (unspecified), extra: "Public", failover: false, available: true, roaming: false] Util.isConnected()@122 [AsyncTask #6] 06-17 13:10:21:863 INFO/App: Proxy Info is null for this connection Util.isConnected()@128 [AsyncTask #6] 06-17 13:10:21:865 INFO/App: Starting activateNew request ActivationTask.doInBackground()@155 [AsyncTask #6] 06-17 13:10:21:893 INFO/App: onResume MainActivity.onResume()@289 [main] 06-17 13:10:43:147 ERROR/App: Error parsing pfPaws response ActivationTask.doInBackground()@387 [AsyncTask #6] 06-17 13:10:43:150 ERROR/App: com.azure.authenticator.authentication.mfa.protocol.response.ResponseParserException: org.xml.sax.SAXParseException: Unexpected end of document at com.azure.authenticator.authentication.mfa.protocol.response.soap.ActivationResponse.parse(ActivationResponse.java:67) at com.azure.authenticator.authentication.mfa.protocol.request.soap.ActivationRequest.parse(ActivationRequest.java:73) at com.azure.authenticator.authentication.mfa.protocol.request.soap.AbstractActivationSoapRequest.sendRequest(AbstractActivationSoapRequest.java:66) at com.azure.authenticator.authentication.mfa.task.ActivationTask.doInBackground(ActivationTask.java:174) at com.azure.authenticator.authentication.mfa.task.ActivationTask.doInBackground(ActivationTask.java:30) at android.os.AsyncTask$2.call(AsyncTask.java:333) at java.util.concurrent.FutureTask.run(FutureTask.java:266) at android.os.AsyncTask$SerialExecutor$1.run(AsyncTask.java:245) at java.util.concurrent.ThreadPoolExecutor.runWorker(ThreadPoolExecutor.java:1162) at java.util.concurrent.ThreadPoolExecutor$Worker.run(ThreadPoolExecutor.java:636) at java.lang.Thread.run(Thread.java:764) Caused by: org.xml.sax.SAXParseException: Unexpected end of document at org.apache.harmony.xml.parsers.DocumentBuilderImpl.parse(DocumentBuilderImpl.java:125) at com.azure.authenticator.authentication.mfa.protocol.response.soap.ActivationResponse.parse(ActivationResponse.java:38) ... 10 more [AsyncTask #6] 06-17 13:10:43:160 INFO/App: Activation result = PFPAWS_FAILED_ERROR_PARSING_SERVER_RESPONSE ActivationTask.onPostExecute()@419 [main] 06-17 13:10:43:161 INFO/App: Activation error = org.xml.sax.SAXParseException: Unexpected end of document ActivationTask.onPostExecute()@420 [main] 06-17 13:10:43:193 INFO/App: Dialog task com.azure.authenticator.ui.queue.CallbackDialogTask@e62dce04 was closed. DialogTaskQueue.tryCloseDialog()@153 [main] 06-17 13:10:43:194 INFO/App: Dialog task nullActivating. Please wait… has finished. DialogTaskQueue.taskFinished()@180 [main] 06-17 13:10:43:195 INFO/App: Proceed to showing DialogTaskQueue.showTask()@129 [main] 06-17 13:10:43:197 INFO/App: Showing dialogBox for activation failure ActivationStatusEnum.getDialogFragment()@48 [main] 06-17 13:10:43:198 INFO/App: Title - Unable to add the account ActivationStatusEnum.getDialogFragment()@53 [main] 06-17 13:10:43:199 INFO/App: Message - Unexpected error. Please contact your local IT administrator to resolve the problem. ActivationStatusEnum.getDialogFragment()@54 [main] 06-17 13:10:43:200 INFO/App: Option - Cancel ActivationStatusEnum.getCancelButtonOnClickHandler()@313 [main] 06-17 13:10:43:201 INFO/App: cancelButtonTitle - Cancel ActivationStatusEnum.getDialogFragment()@60 [main] 06-17 13:10:43:202 INFO/App: Task CallbackDialogTask, id = Unable to add the accountUnexpected error. Please contact your local IT administrator to resolve the problem. has been put to the queue. DialogTaskQueue.enqueueTask()@92 [main] 06-17 13:10:43:204 INFO/App: Proceed to showing DialogTaskQueue.showTask()@129 [main] 06-17 13:10:43:227 WARN/App: No task with id = nullActivating. Please wait… is being shown now. DialogTaskQueue.taskFinished()@187 [main] 06-17 13:10:45:981 INFO/App: Dialog task Unable to add the accountUnexpected error. Please contact your local IT administrator to resolve the problem. has finished. DialogTaskQueue.taskFinished()@180 [main] 06-17 13:10:45:982 INFO/App: Proceed to showing DialogTaskQueue.showTask()@129 [main] 06-17 13:10:47:002 DEBUG/App: onPause MainActivity.onPause()@529 [main] 06-17 13:10:47:039 DEBUG/App: onStop MainActivity.onStop()@543 [main] 06-17 13:10:48:992 INFO/App: onResume MainActivity.onResume()@289 [main] 06-17 13:10:49:951 DEBUG/App: onBackPressed MainActivity.onBackPressed()@563 [main] 06-17 13:10:50:599 DEBUG/App: onBackPressed MainActivity.onBackPressed()@563 [main] 06-17 13:10:51:097 DEBUG/App: onBackPressed MainActivity.onBackPressed()@563 [main] 06-17 13:10:51:099 INFO/App: Loading all AAD accounts AccountsSQLiteDatabase.getAllAadAccounts()@378 [main] 06-17 13:10:51:109 INFO/App: Loading all accounts AccountsSQLiteDatabase.getAllAccounts()@347 [main] 06-17 13:10:51:127 INFO/App: hasDosPreventer = false AccountListFragment.hasMfaAccountsConfiguredForNotifications()@826 [main] 06-17 13:10:51:158 INFO/App: hasDosPreventer = false AccountListFragment.hasMfaAccountsConfiguredForNotifications()@826 [main] 06-17 13:10:51:176 INFO/App: Merging broker accounts into accounts list MergeBrokerAccountsTask.doInBackground()@73 [AsyncTask #8] 06-17 13:10:51:177 INFO/App: hasDosPreventer = false AccountListFragment.hasMfaAccountsConfiguredForNotifications()@826 [main] 06-17 13:10:51:179 INFO/App: Loading all accounts AccountsSQLiteDatabase.getAllAccounts()@347 [AsyncTask #8] 06-17 13:10:51:194 INFO/App: hasDosPreventer = false AccountListFragment.hasMfaAccountsConfiguredForNotifications()@826 [main] 06-17 13:10:51:210 INFO/App: hasDosPreventer = false AccountListFragment.hasMfaAccountsConfiguredForNotifications()@826 [main] 06-17 13:10:52:741 INFO/App: hasDosPreventer = false AccountListFragment.hasMfaAccountsConfiguredForNotifications()@826 [main] 06-17 13:10:52:760 DEBUG/App: onPause MainActivity.onPause()@529 [main] 06-17 13:10:52:761 INFO/App: Load fragment: HELP FragmentNavigationManager.loadFragmentByEnum()@97 [main] 06-17 13:10:52:772 INFO/App: onResume MainActivity.onResume()@289 [main] 06-17 13:10:54:072 DEBUG/App: onPause MainActivity.onPause()@529 [main] 06-17 13:10:54:073 INFO/App: Load fragment: SEND_LOGS FragmentNavigationManager.loadFragmentByEnum()@97 [main] 06-17 13:10:54:088 INFO/App: onResume MainActivity.onResume()@289 [main] 06-17 13:10:54:937 DEBUG/App: onPause MainActivity.onPause()@529 [main] 06-17 13:10:54:938 INFO/App: Load fragment: VIEW_LOGS FragmentNavigationManager.loadFragmentByEnum()@97 [main] 06-17 13:10:54:941 WARN/App: File not found: authenticator.txt.1 CollectLogsUtils.readFileFromInternalStorage()@87 [main] DEVICE App version: 6.4.8 App version code: 151 ADAL version: 1.17.2 Broker version: v2.3.3 Android version: 8.1.0 Android build: samsung/j5y17ltexx/j5y17lte:8.1.0/M1AJQ/J530FXXU4BSC2:user/release-keys Device name: j5y17lte Device ID: M1AJQ Device manufacturer: samsung Device model: SM-J530F Device display: M1AJQ.J530FXXU4BSC2 Device brand: samsung Device hardware: samsungexynos7870 Locale: en_NL



    • Edited by Gruntje Monday, June 17, 2019 12:11 PM Added logging
    Thursday, June 13, 2019 10:57 AM