Microsoft authenticator for android Cloud Backup not working

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VASSDimi-5463 asked May 7, '22 rrrrrzzzzz-8580 commented May 13, '22

Microsoft authenticator for android Cloud Backup not working

There must be a problem enabling cloud backup on Microsoft authenticator app on Android. Tried to enable on my account but there was an error enabling and I had to send Microsoft the log files.
Tried with a totally new Microsoft account , created, added Microsoft authenticator and when I tried to enable cloud backup the same problem appeared. 3 different android phones ( android 12, 9).
This error appeared this week. Tried using wifi or cellular, with provider DNS and Google dns . Same error .
What is happening ?

microsoft-authenticator

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ricardosolisvillegas-4678 · May 07 at 07:07 PM

Hello @VASSDimi-5463

Welcome to Microsoft Q&A Platform.

Many thanks for your feedback and I wonder if there is any chance to keep this on the following threads please : )

https://docs.microsoft.com/en-us/answers/questions/839248/microsoft-authenticator-cannot-recover-my-backup.html?childToView=840407#answer-840407

https://docs.microsoft.com/en-us/answers/questions/840428/an-error-occurred-while-connecting-backup.html?childToView=840514#answer-840514

https://docs.microsoft.com/en-us/answers/questions/840079/how-do-you-fix-a-problem-signing-into-the-update-b.html?childToView=840522#answer-840522

Many thanks,

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Answer 1 · 2022-05-07T21:44:27.353Z

rrrrrzzzzz-8580 answered May 7, '22 ricardosolisvillegas-4678 commented May 8, '22

this is a widespread known issue by authenticator users. unfortunately ms refused to acknowledge this.

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ricardosolisvillegas-4678 · May 07 at 10:17 PM

Thank you for your response.

I just wanted to make a Friendly reminder and it is.... If you deleted the Authenticator app then you get it locked out so, if you try any other step will not work for the same reason mentioned previously.

Finally, I can not answer in a accurate manner that it is wider issue because depends on the steps taken. But you can always recover your account by submitting your recovery form : )

Many thanks!

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VASSDimi-5463 ricardosolisvillegas-4678 · May 08 at 06:25 AM

Steps taken :
1. Create a new microsoft account
2. Download the microsoft authenticator for android 12
3. Added the new account on Microsoft authenticator
4. Added some old accounts
5. Tried to enable cloud backup
6. Failed with " some error message "

On a second phone:
1. Download the microsoft authenticator app
2. Without adding anything selected restore from backup
3. Selected my original microsoft personal account as the restore account
4. Failed with "some error message"

On third phone:
1. Download the microsoft authenticator app
2. Added my original microsoft personal account
3. Tried to enable backup on cloud
4. Failed with "some error message"

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ricardosolisvillegas-4678 VASSDimi-5463 · May 08 at 08:09 PM

Many thanks.

Please confirm if you get the following error log on your MS authenticator app?

ERROR/App: MSA Key Retrieval Error: BackupFlowActivity.handleGetEncryptionKeyResult

If yes, the issue might be for the following reason...(But I can not say it is 100% accurate.)

Many thanks for your issue replication : )

BR,

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image.png (129.1 KiB)

Answer 2 · 2022-05-08T20:48:18.623Z

VASSDimi-5463 answered May 8, '22 ricardosolisvillegas-4678 commented May 9, '22

No , this is not the case .
I don't see any error like the one you described:
Following part of the log file

2022-05-08 20:42:07,779 INFO/DID_SDK/: Failed to get accessToken [DefaultDispatcher-worker-1]
2022-05-08 20:42:07,780 INFO/DID_SDK/: com.microsoft.did.sdk.util.controlflow.AuthenticationException: Exception while getting accessToken
at com.microsoft.authenticator.features.did.DidAccountAndAuthenticationProvider.getAccessTokenForAccount(DidAccountAndAuthenticationProvider.kt:43)
at com.microsoft.authenticator.features.did.DidAccountAndAuthenticationProvider$getAccessTokenForAccount$1.invokeSuspend(Unknown Source:12)
at kotlin.coroutines.jvm.internal.BaseContinuationImpl.resumeWith(ContinuationImpl.kt:33)
at kotlinx.coroutines.UndispatchedCoroutine.afterResume(CoroutineContext.kt:142)
at kotlinx.coroutines.AbstractCoroutine.resumeWith(AbstractCoroutine.kt:102)
at kotlin.coroutines.jvm.internal.BaseContinuationImpl.resumeWith(ContinuationImpl.kt:46)
at kotlinx.coroutines.DispatchedTask.run(DispatchedTask.kt:106)
at kotlinx.coroutines.scheduling.CoroutineScheduler.runSafely(CoroutineScheduler.kt:571)
at kotlinx.coroutines.scheduling.CoroutineScheduler$Worker.executeTask(CoroutineScheduler.kt:750)
at kotlinx.coroutines.scheduling.CoroutineScheduler$Worker.runWorker(CoroutineScheduler.kt:678)
at kotlinx.coroutines.scheduling.CoroutineScheduler$Worker.run(CoroutineScheduler.kt:665)
Caused by: com.microsoft.tokenshare.AccountNotFoundException: MSAL failed to get account
at com.microsoft.authenticator.authentication.aad.abstraction.MsalTokenRefreshManager$getTokenSilentlyAsync$$inlined$suspendCoroutine$lambda$1.onTaskCompleted(MsalTokenRefreshManager.kt:552)
at com.microsoft.identity.client.MultipleAccountPublicClientApplication$3$1.onTaskCompleted(MultipleAccountPublicClientApplication.java:237)
at com.microsoft.identity.client.MultipleAccountPublicClientApplication$3$1.onTaskCompleted(MultipleAccountPublicClientApplication.java:232)
at com.microsoft.identity.common.java.controllers.CommandDispatcher.commandCallbackOnTaskCompleted(CommandDispatcher.java:541)
at com.microsoft.identity.common.java.controllers.CommandDispatcher.access$1100(CommandDispatcher.java:85)
at com.microsoft.identity.common.java.controllers.CommandDispatcher$4.run(CommandDispatcher.java:517)
at android.os.Handler.handleCallback(Handler.java:938)
at android.os.Handler.dispatchMessage(Handler.java:99)
at android.os.Looper.loopOnce(Looper.java:226)
at android.os.Looper.loop(Looper.java:313)
at android.app.ActivityThread.main(ActivityThread.java:8663)
at java.lang.reflect.Method.invoke(Native Method)
at com.android.internal.os.RuntimeInit$MethodAndArgsCaller.run(RuntimeInit.java:567)
at com.android.internal.os.ZygoteInit.main(ZygoteInit.java:1135)
[DefaultDispatcher-worker-1]

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ricardosolisvillegas-4678 · May 09 at 02:54 AM

Hi,

https://docs.microsoft.com/en-us/answers/questions/839248/microsoft-authenticator-cannot-recover-my-backup.html?childToView=840988#comment-840988

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Answer 3 · 2022-05-10T04:15:08.94Z

VASSDimi-5463 answered May 10, '22 rrrrrzzzzz-8580 commented May 13, '22

Finally fixed. Back to normal state.

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pepdek-2741 · May 13 at 11:43 AM

thanks @VASSDimi-5463 for pursuing this!

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rrrrrzzzzz-8580 · May 13 at 02:33 PM

I can confirm, backup is now working. Microsoft finally fixed this.

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