How to access Entra directory when Authenticator App works but "We're sorry, we ran into a problem. Please choose "Resend notification" to try again. Additional details Correlation ID:

Question

How to access Entra directory when Authenticator App works but "We're sorry, we ran into a problem. Please choose "Resend notification" to try again. Additional details Correlation ID:

Andrew Hudson 25

I'm trying to switch directories in Entra to one we are using for sign-on users. I scan the tenant and it appears in the authenticator app on my mobile. I follow the process and enter the number on the screen, it all works fine and then I get an error message
We're sorry, we ran into a problem. Please choose "Resend notification" to try again. with "Additional details" and a "Correlation ID:".

I have tried everything I can conceive of

Does anyone have any idea what to do or do I have to now pay Microsoft support to resolve the error?

Andrew Hudson 25 Reputation points

2025-02-03T16:20:41.87+00:00

Does anyone else also have problems with Entra authentication? I must have lost 8-10 hours minimum. As a start-up CEO it's so frustrating. I think we may rearchitect platform if we can't resolve soon. Isn't this sort of problem something Microsoft should help me with or must I pay for support?
Andrew Hudson 25 Reputation points

2025-02-03T16:38:41.7233333+00:00

Seems I can't access support either to pay for help
Goutam Pratti 2,240 Reputation points Microsoft External Staff

2025-02-04T06:52:41.77+00:00

Hello @Andrew Hudson ,

Thank you for reaching out Microsoft Q&A.

I understand that you are getting an error We're sorry, we ran into a problem. Please choose "Resend notification" to try again.

Open an InPrivate window in any browser and try switching the directory to check if your authentication is successful. If you encounter the same error, try using portal.azure.com/TenantId for the directory you're switching to and verify if the authentication is successful or not? Additionally, please provide a screenshot of the error you receive when switching directories.

NOTE: In place of tenantid give the tenantID of the directory you are switching

Regards,
Goutam Pratti.
Andrew Hudson 25 Reputation points

2025-02-04T10:15:03.3566667+00:00

Afraid same issues again
We're sorry, we ran into a problem. Please choose "Resend notification" to try again.

Additional details

Correlation ID:6a7daf04-0c99-4575-XXXXXXX

Timestamp:2025-02-04XXXXXXX
Andrew Hudson 25 Reputation points

2025-02-04T10:33:49.73+00:00

Thanks for getting back to me on this one - I tried all the steps - same iterative process again... must be attempt number 30+.
I have also tried removing the authenticator app on mobile and reinstalling

I also tried do hard cache reset / app reset on browser at each stage when switching directory.

+++++++++++
Microsoft Authenticator

We're sorry, we ran into a problem.
Please choose "Resend notification" to try again.
**Additional details
****Correlation ID:**02613b8d-XXXX-4506-8de4-6747ce1547bc (I changed to XXXX
**Timestamp:**2025-02-04T10:30:39Z
Let's try it out

Approve the notification we're sending to your app by entering the number shown below.
Goutam Pratti 2,240 Reputation points Microsoft External Staff

2025-02-07T08:47:37.0833333+00:00

Hello @Andrew Hudson ,

Thank you for your Response.

Can I know are you using any VPN to approve the authentication, If you're using VPN, try disconnecting to see if the issue persists.

Also, can I know the tenant which you are trying to switch are you only the admin of the account or any other admins are available?

Try to follow the basic trouble shooting tips for the authenticator app by following the document: Troubleshoot problems with Microsoft Authenticator - Microsoft Support

Do let us know if you any further queries.

Best Regards,
Goutam Pratti.
Andrew Hudson 25 Reputation points

2025-02-08T07:50:31.9966667+00:00

I do not have a VPN. There is another admin user on the account. I'm trying to switch to BetterTrack UAT Tenant... bad49651-XXXX-XXXX-XXXX-XXXX5e9a9085
Goutam Pratti 2,240 Reputation points Microsoft External Staff

2025-02-10T08:39:23.9+00:00
Hello @Andrew Hudson ,

Thank you for your Prompt response.

As per your above response as you mentioned there is an another admin user account so contact the another admin account and re-register the MFA for the affected user account which you are trying to switch the tenant with the another admin user account.

Follow the Steps:

Sign in to the Microsoft Entra admin center as at least an Authentication Administrator.

Browse to Identity > Users > All users.

Choose the affected user in which you are trying to switch the tenant and perform an action on and select Authentication methods. At the top of the window, then choose one Require re-register MFA.

Require re-register MFA deactivates the user's hardware OATH tokens and deletes the following authentication methods from this user: phone numbers, Microsoft Authenticator apps and software OATH tokens. If needed, the user is requested to set up a new MFA authentication method the next time they sign in.

for additional information follow: https://learn.microsoft.com/en-us/entra/identity/authentication/howto-mfa-userdevicesettings#manage-user-authentication-options

Hope this helps. Do let us know if you any further queries.

Best Regards,
Goutam Pratti.
Goutam Pratti 2,240 Reputation points Microsoft External Staff

2025-02-11T07:34:28.85+00:00

Hello @Andrew Hudson ,

We haven’t heard from you on the last response and was just checking back to see if the above response resolved the issue.
Andrew Hudson 25 Reputation points

2025-02-11T08:29:51.4333333+00:00

Sorry for the slow reply, it was the weekend and was getting hold of my chief developer who handles Azure Entra. Afraid we tried exactly as you suggested and got exactly the same issue. His view was that it wasn't the authentication since that was "approved" on mobile and seemed to work OK. It was that the tenant was failing at that point. Do colleration & dates help with diagnosis. I've tried deleting files. Next thing is a hard reset of my browser but I'm reluctant to do that just now but would if there was a hope it would work
Andrew Hudson 25 Reputation points

2025-02-11T08:30:51.6733333+00:00

Sorry for the slow reply. Exactly the same issue. Our head of software dev said that the authentication seemed to work, it was just that the tenant was failing.
Goutam Pratti 2,240 Reputation points Microsoft External Staff

2025-02-12T08:20:44.51+00:00

Hello @Andrew Hudson ,

Thank you for your quick response.

Seems issue looks strange can you please once try to login using another device and try to switch the tenants and check the behavior.
Goutam Pratti 2,240 Reputation points Microsoft External Staff

2025-02-13T08:22:59.3166667+00:00

Hello @Andrew Hudson ,
We haven’t heard from you on the last response and was just checking back to see if the issue is resolved.
Andrew Hudson 25 Reputation points

2025-02-13T10:40:08.6933333+00:00

Trying to find another device when travelling.. please bear with me
Andrew Hudson 25 Reputation points

2025-02-13T10:55:49.12+00:00

I just tried with phone as an alternative device... same issue.. correlation I'd warning even on phone

Accepted answer

1 additional answer

Your answer

Andrew Hudson 25 Reputation points

2025-02-03T16:20:41.87+00:00

Does anyone else also have problems with Entra authentication? I must have lost 8-10 hours minimum. As a start-up CEO it's so frustrating. I think we may rearchitect platform if we can't resolve soon. Isn't this sort of problem something Microsoft should help me with or must I pay for support?
Andrew Hudson 25 Reputation points

2025-02-03T16:38:41.7233333+00:00

Seems I can't access support either to pay for help
Goutam Pratti 2,240 Reputation points Microsoft External Staff

2025-02-04T06:52:41.77+00:00

Hello @Andrew Hudson ,

Thank you for reaching out Microsoft Q&A.

I understand that you are getting an error We're sorry, we ran into a problem. Please choose "Resend notification" to try again.

Open an InPrivate window in any browser and try switching the directory to check if your authentication is successful. If you encounter the same error, try using portal.azure.com/TenantId for the directory you're switching to and verify if the authentication is successful or not? Additionally, please provide a screenshot of the error you receive when switching directories.

NOTE: In place of tenantid give the tenantID of the directory you are switching

Regards,
Goutam Pratti.
Andrew Hudson 25 Reputation points

2025-02-04T10:15:03.3566667+00:00

Afraid same issues again
We're sorry, we ran into a problem. Please choose "Resend notification" to try again.

Additional details

Correlation ID:6a7daf04-0c99-4575-XXXXXXX

Timestamp:2025-02-04XXXXXXX
Andrew Hudson 25 Reputation points

2025-02-04T10:33:49.73+00:00

Thanks for getting back to me on this one - I tried all the steps - same iterative process again... must be attempt number 30+.
I have also tried removing the authenticator app on mobile and reinstalling

I also tried do hard cache reset / app reset on browser at each stage when switching directory.

+++++++++++
Microsoft Authenticator

We're sorry, we ran into a problem.
Please choose "Resend notification" to try again.
**Additional details
****Correlation ID:**02613b8d-XXXX-4506-8de4-6747ce1547bc (I changed to XXXX
**Timestamp:**2025-02-04T10:30:39Z
Let's try it out

Approve the notification we're sending to your app by entering the number shown below.
Goutam Pratti 2,240 Reputation points Microsoft External Staff

2025-02-07T08:47:37.0833333+00:00

Hello @Andrew Hudson ,

Thank you for your Response.

Can I know are you using any VPN to approve the authentication, If you're using VPN, try disconnecting to see if the issue persists.

Also, can I know the tenant which you are trying to switch are you only the admin of the account or any other admins are available?

Try to follow the basic trouble shooting tips for the authenticator app by following the document: Troubleshoot problems with Microsoft Authenticator - Microsoft Support

Do let us know if you any further queries.

Best Regards,
Goutam Pratti.
Andrew Hudson 25 Reputation points

2025-02-08T07:50:31.9966667+00:00

I do not have a VPN. There is another admin user on the account. I'm trying to switch to BetterTrack UAT Tenant... bad49651-XXXX-XXXX-XXXX-XXXX5e9a9085
Goutam Pratti 2,240 Reputation points Microsoft External Staff

2025-02-10T08:39:23.9+00:00

Hello @Andrew Hudson ,

Thank you for your Prompt response.

As per your above response as you mentioned there is an another admin user account so contact the another admin account and re-register the MFA for the affected user account which you are trying to switch the tenant with the another admin user account.

Follow the Steps:

Sign in to the Microsoft Entra admin center as at least an Authentication Administrator.

Browse to Identity > Users > All users.

Choose the affected user in which you are trying to switch the tenant and perform an action on and select Authentication methods. At the top of the window, then choose one Require re-register MFA.

Require re-register MFA deactivates the user's hardware OATH tokens and deletes the following authentication methods from this user: phone numbers, Microsoft Authenticator apps and software OATH tokens. If needed, the user is requested to set up a new MFA authentication method the next time they sign in.

for additional information follow: https://learn.microsoft.com/en-us/entra/identity/authentication/howto-mfa-userdevicesettings#manage-user-authentication-options

Hope this helps. Do let us know if you any further queries.

Best Regards,
Goutam Pratti.
Goutam Pratti 2,240 Reputation points Microsoft External Staff

2025-02-11T07:34:28.85+00:00

Hello @Andrew Hudson ,

We haven’t heard from you on the last response and was just checking back to see if the above response resolved the issue.
Andrew Hudson 25 Reputation points

2025-02-11T08:29:51.4333333+00:00

Sorry for the slow reply, it was the weekend and was getting hold of my chief developer who handles Azure Entra. Afraid we tried exactly as you suggested and got exactly the same issue. His view was that it wasn't the authentication since that was "approved" on mobile and seemed to work OK. It was that the tenant was failing at that point. Do colleration & dates help with diagnosis. I've tried deleting files. Next thing is a hard reset of my browser but I'm reluctant to do that just now but would if there was a hope it would work
Andrew Hudson 25 Reputation points

2025-02-11T08:30:51.6733333+00:00

Sorry for the slow reply. Exactly the same issue. Our head of software dev said that the authentication seemed to work, it was just that the tenant was failing.
Goutam Pratti 2,240 Reputation points Microsoft External Staff

2025-02-12T08:20:44.51+00:00

Hello @Andrew Hudson ,

Thank you for your quick response.

Seems issue looks strange can you please once try to login using another device and try to switch the tenants and check the behavior.
Goutam Pratti 2,240 Reputation points Microsoft External Staff

2025-02-13T08:22:59.3166667+00:00

Hello @Andrew Hudson ,
We haven’t heard from you on the last response and was just checking back to see if the issue is resolved.
Andrew Hudson 25 Reputation points

2025-02-13T10:40:08.6933333+00:00

Trying to find another device when travelling.. please bear with me
Andrew Hudson 25 Reputation points

2025-02-13T10:55:49.12+00:00

I just tried with phone as an alternative device... same issue.. correlation I'd warning even on phone

Answer 1

Hello @Andrew Hudson,

Thank you for connecting offline over team's call.

As we observed during our call, you were unable to register your guest account with the Microsoft Authenticator app in the tenant.

Upon troubleshooting, we found a workaround to register an MFA method for your account. By signing in with another global admin in the tenant, we added an SMS authentication method to your affected account via the Azure Portal. After adding the method, you were able to log in successfully without any issues in both tenants.

As discussed on the call, I will check internally regarding the Microsoft Authenticator registration failure for your account and will share any updates with you via email.

I hope this information is helpful. Please feel free to reach out if you have any further questions.

Answer 2

Goutam Pratti 2,240 Microsoft External Staff

Hello @Andrew Hudson ,

Thank you for your Response.

I understand that you are encounterring We're sorry, we ran into a problem. Please choose "Resend notification" to try again.

This issue can occur when two different user accounts have the same proxy address(SMTP Address), which can cause a conflict during sign-in. Please make ensure that you remove the user account with the same proxy address that is being used by another user and sign with the user when you are trying switch to the tenant. Make sure and identify the user having the same proxy address and remove the SMTP address which is conflicting. This can solve your issue.

To Check the SMTP Address follow the below steps:

Login to portal.azure.com
Select Microsoft Entra ID>users>select the user>Properties>Proxy Address

To remove the Conflicting Proxy Address follow the document: https://learn.microsoft.com/en-us/exchange/troubleshoot/email-alias/proxy-address-being-used#check-for-and-remove-any-conflicting-proxy-address-in-exchange-online

Hope this helps. Do let us know if you any further queries.

If the above response does not resolve the issue we can connect offline and discuss further on it.

Goutam Pratti 2,240 Reputation points Microsoft External Staff

2025-02-18T07:21:47.4333333+00:00

Hello @Andrew Hudson
Following up to see if the above response is helpful
Andrew Hudson 25 Reputation points

2025-02-18T07:55:28.9666667+00:00

Thanks Goutam, It's dependent on my lead developer who has been handling something critical, should be today latest. Really appreciate the support! Andrew
Andrew Hudson 25 Reputation points

2025-02-20T15:08:07.88+00:00

hi Goutam, thank you for yours and Raja's support - we're happy with the workaround for now. I look forward to hearing further options to address the issue going forwards. All the best, Andrew

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How to access Entra directory when Authenticator App works but "We're sorry, we ran into a problem. Please choose "Resend notification" to try again. Additional details Correlation ID:

1 additional answer

Your answer