M365 account in mobile app require sign-in every few day

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NattawutTeerajarukul asked Jan 30, '22 NattawutTeerajarukul answered Mar 18, '22

M365 account in mobile app require sign-in every few day

My company use M365. I using M365 service via PC, laptop, and mobile with several apps. I found problem on mobile apps only.
The password don't change. MFA was enabled. Others employee don't have this problem.
First time I found this problem in late May 2021, which I started working first month.
In July 2021, I tried factory reset mobile and install app then sign-in again. This problem seems to fix. But in Aug 2021 this problem come back again and require sign-in every few day.
I tried update android from 11 to 12, it cannot fix.
I asked administrator for sign-in policy. They said not any about revoke session or sign-in frequency.
I use hotmail account too. But only M365 account require sign-in.

How can I solve this problem? Please suggest me to solve it.

Mobile app
- Outlook app
- Office app
- Teams app
- Microsoft Authenicator

Mobile detail
OS: android 11, 12
Mobile: Google Pixel 4a(5G), Pixel 6

License: M365 E3

microsoft-365-apps-publishing-dev azure-ad-microsoft-account

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emilyhua-msft · Jan 31 at 01:51 AM

@NattawutTeerajarukul
As "office-itpro" focuses more on general issue of Office desktop clients, but your issue is on mobile.
I would remove this tag.
Thanks for your understanding.

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Answer 1 · 2022-02-03T08:36:56Z

vipulsparsh-MSFT answered Feb 3, '22 NattawutTeerajarukul converted comment to answer Mar 18, '22

@NattawutTeerajarukul Thanks for reaching out. Normally the refresh token which gets assigned to the app after the authentication is valid for 90 days if the user keep opening the app.
in backend it has the capability to silently fetch new access tokens.

In your scenario, if you are being asked for the password every few day, I will investigate why it is not able to silently fetch the new tokens.
Help me with the following :

1) Is your device managed by some MDM (Like Intune)
2) Does these apps have the capability to run in background (Battery optimization should be turn off for Authenticator , Outlook, teams apps)

When these apps are not able to process the silent background function due to battery optimization feature in Android, they might show the behavior you are having. Check them and let me know if there is not MFA or conditional access policy assigned.

Please remember to "Accept Answer" if any answer/reply helped, so that others in the community facing similar issues can easily find the solution.

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NattawutTeerajarukul · Feb 03 at 09:00 AM

1) Is your device managed by some MDM (Like Intune)
A: No. This is personal device.
2) Does these apps have the capability to run in background (Battery optimization should be turn off for Authenticator , Outlook, teams apps)
A: Battery usage: optimized mode. but my co-worker are enable this mode too. I will change to unrestrict mode to prove it.

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vipulsparsh-MSFT NattawutTeerajarukul · Feb 03 at 12:22 PM

@NattawutTeerajarukul Are they using same device make and model ?
Further details can be found if we extract the application side logs for outlook and other apps.

Do test the battery method, if you face the problem again, let me know we can take the thread offline to collect other related information in your scenario

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NattawutTeerajarukul vipulsparsh-MSFT · Feb 03 at 12:48 PM

co-worker use android but different brand and model.
I will check the log. I think I disable it.

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Answer 2 · 2022-02-17T04:45:59.023Z

NattawutTeerajarukul answered Feb 17, '22

Dear @vipulsparsh-MSFT
Sorry for late.
I found some point that it may be cause of this issue.
"ristrict data access when data saver is on" App info > Mobile data & WiFi > unrestricted data usage > off (default)
because I configured my phone will be schedule turn on bed time at night, that turn on do not disturb and battery saving.

Now, I enable "unrestricted data usage ", "unrestricted battery usage". and I just delete and reinstall Outlook app. So, it it may not encounter any problems during this period.

Please pending your support ticket. I will feedback again for this scenario.

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vipulsparsh-MSFT · Feb 21 at 08:06 AM

@NattawutTeerajarukul Checking to see if you have any update for us ?

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NattawutTeerajarukul vipulsparsh-MSFT · Feb 21 at 08:13 AM

after I configured as previous reply. I don't found issue again.

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vipulsparsh-MSFT NattawutTeerajarukul · Feb 22 at 06:37 AM

@NattawutTeerajarukul Thanks for confirming and updating us.

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