Microsoft Authenticator
A Microsoft app for iOS and Android devices that enables authentication with two-factor verification, phone sign-in, and code generation.
5,576 questions
Authenticator app fails to restore from backup
![](data:image/svg+xml, %3Csvg xmlns='http://www.w3.org/2000/svg' height='64' class='font-weight-bold' style='font: 600 30.11764705882353px "SegoeUI", Arial' width='64'%3E%3Ccircle fill='hsl(32, 27%, 13%)' cx='32' cy='32' r='32' /%3E%3Ctext x='50%25' y='55%25' dominant-baseline='middle' text-anchor='middle' fill='%23FFF' %3ELT%3C/text%3E%3C/svg%3E)
Lucas Taves
1
Reputation point
I needed to sent my main phone to warranty, and tried to setup the authenticator app on my old one.
But I'm getting a generic error when trying to access my backup. I need access to the 2FA accounts I added for work, and the only reason I used the Ms app is because I thought the cloud sync would get them secured.
I've tried since on multiple devices, all Android, including my main phone and even the Android subsystem on my laptop and they all have the exact same error.
Here are the logs
App details:
App version: 6.2204.2757
App version code: 202227570
ADAL version: 4.0.2
MSAL version: 3.0.2
Broker version: 4.0.6
Device details:
Android version: 11
Android build: Windows/windows_x86_64/windows_x86_64:11/RD2A.211001.002/eng.latteu.20220303.054936:user/release-keys
Device name: windows_x86_64
Device ID: RD2A.211001.002
Device manufacturer: Microsoft Corporation
Device model: Subsystem for Android(TM)
Device display: RD2A.211001.002
Device brand: Windows
Device hardware: windows_x86_64
Locale: en_US
ACCOUNTS
None
2022-05-09 10:54:58,789 WARN/App: Logs have been deleted: true RemoveLogsUseCase$removeLogs$2.invokeSuspend()@45 [DefaultDispatcher-worker-5]
2022-05-09 10:54:58,791 INFO/App: Dialog task CallbackDialogTask, id = RestoreFlowActivity.[null].[Recovering from backup].[PROGRESS_DIALOG] was closed. DialogFragmentManager$Companion.dismissProgressDialog()@28 [main]
2022-05-09 10:54:58,791 INFO/App: Dialog task RestoreFlowActivity.[null].[Recovering from backup].[PROGRESS_DIALOG] has finished. DialogTaskQueue.tryCloseDialog()@104 [main]
2022-05-09 10:54:58,791 INFO/App: Task CallbackDialogTask, id = RestoreFlowActivity.[Unable to recover].[Something went wrong. Please send us logs using the Send logs option.].[INFO_DIALOG] has been put to the queue. DialogFragmentManager.enqueueCustomDialogFragment()@115 [main]
2022-05-09 10:54:58,791 INFO/App: Proceed to showing: CallbackDialogTask, id = RestoreFlowActivity.[Unable to recover].[Something went wrong. Please send us logs using the Send logs option.].[INFO_DIALOG] DialogTaskQueue.enqueueTask()@62 [main]
2022-05-09 10:54:58,792 WARN/App: Attempted to finish taskId = RestoreFlowActivity.[null].[Recovering from backup].[PROGRESS_DIALOG] but it's not shown by DialogTaskQueue now. DialogFragmentManager$enqueueCustomDialogFragment$1.run()@107 [main]
2022-05-09 10:54:58,798 INFO/App: Merging broker accounts into accounts list BrokerAccountUseCase$mergeBrokerAccounts$2.invokeSuspend()@84 [DefaultDispatcher-worker-7]
2022-05-09 10:54:58,803 INFO/Broker: [com.microsoft.identity.client.api.BrokerApiController] [2022-05-09 10:54:58 - thread_name : DefaultDispatcher-worker-7, correlation_id : UNSET] Android 30 Broker Strategies added : ContentProviderStrategy, AccountManagerUpdateCredentialStrategy, ThreadPoolExecutor$Worker.run()@641 [pool-16-thread-1]
2022-05-09 10:54:58,803 INFO/Broker: [BrokerOperationExecutor:getBrokerAccounts] [2022-05-09 10:54:58 - thread_name : DefaultDispatcher-worker-7, correlation_id : UNSET] Android 30 Executing with IIpcStrategy: ContentProviderStrategy ThreadPoolExecutor$Worker.run()@641 [pool-16-thread-1]
2022-05-09 10:54:58,803 INFO/Broker: [com.microsoft.identity.common.internal.broker.ipc.ContentProviderStrategyBROKER_API_HELLO] [2022-05-09 10:54:58 - thread_name : DefaultDispatcher-worker-7, correlation_id : UNSET] Android 30 Request to BrokerContentProvider for uri path /brokerApi/hello ThreadPoolExecutor$Worker.run()@641 [pool-16-thread-1]
2022-05-09 10:54:58,807 INFO/Broker: [com.microsoft.identity.common.internal.broker.ipc.ContentProviderStrategyBROKER_API_HELLO] [2022-05-09 10:54:58 - thread_name : DefaultDispatcher-worker-7, correlation_id : UNSET] Android 30 Received successful result from Broker Content Provider. ThreadPoolExecutor$Worker.run()@641 [pool-16-thread-1]
2022-05-09 10:54:58,807 INFO/Broker: [com.microsoft.identity.common.internal.result.MsalBrokerResultAdapter:verifyHelloFromResultBundle] [2022-05-09 10:54:58 - thread_name : DefaultDispatcher-worker-7, correlation_id : UNSET] Android 30 Able to establish the connect, the broker protocol version in common is [2.0] ThreadPoolExecutor$Worker.run()@641 [pool-16-thread-1]
2022-05-09 10:54:58,807 INFO/Broker: [com.microsoft.identity.common.internal.broker.ipc.ContentProviderStrategyBROKER_API_GET_BROKER_ACCOUNTS] [2022-05-09 10:54:58 - thread_name : DefaultDispatcher-worker-7, correlation_id : UNSET] Android 30 Request to BrokerContentProvider for uri path /brokerApi/getBrokerAccounts ThreadPoolExecutor$Worker.run()@641 [pool-16-thread-1]
2022-05-09 10:54:58,809 INFO/Broker: [com.microsoft.identity.common.internal.broker.ipc.ContentProviderStrategyBROKER_API_GET_BROKER_ACCOUNTS] [2022-05-09 10:54:58 - thread_name : DefaultDispatcher-worker-7, correlation_id : UNSET] Android 30 Received successful result from Broker Content Provider. ThreadPoolExecutor$Worker.run()@641 [pool-16-thread-1]
2022-05-09 10:54:58,809 INFO/App: Total number of broker accounts: 0 BrokerAccountUseCase$mergeBrokerAccounts$2.invokeSuspend()@88 [DefaultDispatcher-worker-7]
2022-05-09 10:54:58,832 INFO/App: hasDosPreventer = false AccountStorageCustomQueries.hasMfaAccountsConfiguredForNotifications()@99 [DefaultDispatcher-worker-7]
2022-05-09 10:54:59,270 INFO/MSA: ManageApproverResponse: <?xml version="1.0" encoding="utf-8" ?><S:Envelope xmlns:S="http://www.w3.org/2003/05/soap-envelope" xmlns:wsse="http://docs.oasis-open.org/wss/2004/01/oasis-200401-wss-wssecurity-secext-1.0.xsd" xmlns:wsu="http://docs.oasis-open.org/wss/2004/01/oasis-200401-wss-wssecurity-utility-1.0.xsd" xmlns:wsa="http://www.w3.org/2005/08/addressing"><S:Header></S:Header><S:Body xmlns:ps="http://schemas.microsoft.com/Passport/SoapServices/PPCRL"><ps:ManageApproverResponse Success="true"><ps:ServerInfo ServerTime="2022-05-09T10:55:03Z">(35)</ps:ServerInfo></ps:ManageApproverResponse></S:Body></S:Envelope> AbstractStsResponse.parse()@45 [DefaultDispatcher-worker-5]
2022-05-09 10:54:59,270 INFO/MSA: Account is unregistered for session approval. SessionManager.unregister()@280 [DefaultDispatcher-worker-5]
2022-05-09 10:54:59,270 INFO/App: Successfully unregistered MSA account MsaAccountUseCase$unregisterAccount$2.invokeSuspend()@146 [DefaultDispatcher-worker-5]
2022-05-09 10:54:59,270 INFO/App: Unregister account for session approval result = Success RestoreFlowViewModel$cleanUpAfterUnsuccessfulRestore$1.invokeSuspend()@54 [DefaultDispatcher-worker-5]
2022-05-09 10:56:33,930 INFO/App: Dialog task RestoreFlowActivity.[Unable to recover].[Something went wrong. Please send us logs using the Send logs option.].[INFO_DIALOG] has finished. DialogFragmentManager$enqueueCustomDialogFragment$1.run()@107 [main]
2022-05-09 10:56:33,946 INFO/App: Request code: [621230270]. Result Code: [20]. Intent is null: [true] MainActivity.onActivityResult()@369 [main]
2022-05-09 10:56:33,948 INFO/App: onActivityResult: requestCode = 621230270, resultCode = 20 BackupModule.onActivityResult()@129 [main]
2022-05-09 10:56:33,948 INFO/App: onActivityResult: requestCode = 621230270, resultCode = 20 RootActivityBase.onActivityResult()@53 [main]
2022-05-09 10:56:33,948 ERROR/App: Unknown request. MainActivity.onActivityResult()@393 [main]
2022-05-09 10:56:33,949 INFO/App: onResume MainActivity.onResume()@260 [main]
2022-05-09 10:56:33,952 ERROR/App: checkGooglePlayServices:9 FcmRegistrationManager.validateGooglePlayServiceAvailability()@269 [main]
2022-05-09 10:56:33,963 INFO/App: Network status on the device. isConnected = true NetworkChangeManager.registerForNetworkChangesInternal()@44 [main]
2022-05-09 10:56:33,999 INFO/Broker: [WorkplaceJoinOperation#getAccount] [2022-05-09 10:56:33 - thread_name : pool-31-thread-6, correlation_id : UNSET] Android 30 WPJ account does not exist. ThreadPoolExecutor$Worker.run()@641 [pool-16-thread-1]
2022-05-09 10:56:34,000 INFO/App: Device is not workplace joined. AccountsListViewModel$validateWpjNgcAccount$1.invokeSuspend()@173 [DefaultDispatcher-worker-5]
2022-05-09 10:56:40,525 WARN/App: File not found: authenticator.1.txt CollectLogsUtils.readFileFromInternalStorage()@145 [AsyncTask #12]
2022-05-09 10:56:40,526 WARN/App: File not found: broker.1.txt CollectLogsUtils.readFileFromInternalStorage()@145 [AsyncTask #12]
2022-05-09 10:56:40,526 WARN/App: File not found: brooklyn.1.txt CollectLogsUtils.readFileFromInternalStorage()@145 [AsyncTask #12]
2022-05-09 10:56:40,526 WARN/App: File not found: experimentation.1.txt CollectLogsUtils.readFileFromInternalStorage()@145 [AsyncTask #12]
2022-05-09 10:56:40,526 WARN/App: File not found: DID.1.txt CollectLogsUtils.readFileFromInternalStorage()@145 [AsyncTask #12]
2022-05-09 10:56:40,526 WARN/App: File not found: authenticator.txt1 CollectLogsUtils.readFileFromInternalStorage()@145 [AsyncTask #12]
2022-05-09 10:56:40,526 WARN/App: File not found: broker.txt1 CollectLogsUtils.readFileFromInternalStorage()@145 [AsyncTask #12]
2022-05-09 10:56:40,526 WARN/App: File not found: brooklyn.txt1 CollectLogsUtils.readFileFromInternalStorage()@145 [AsyncTask #12]
2022-05-09 10:56:40,527 WARN/App: File not found: experimentation.txt1 CollectLogsUtils.readFileFromInternalStorage()@145 [AsyncTask #12]
2022-05-09 10:56:40,527 WARN/App: File not found: DID.txt1 CollectLogsUtils.readFileFromInternalStorage()@145 [AsyncTask #12]
2022-05-09 10:54:58,805 INFO/ROOT: [com.microsoft.identity.client.BrokerContentProvider] [2022-05-09 10:54:58 - thread_name : Binder:7751_3, correlation_id : UNSET] Android 30 Broker content provider invoked for uriType: 9 ThreadPoolExecutor$Worker.run()@641 [pool-3-thread-1]
2022-05-09 10:54:58,806 INFO/ROOT: [MicrosoftBrokerServiceOperation:hello] [2022-05-09 10:54:58 - thread_name : Binder:7751_3, correlation_id : UNSET] Android 30 MicrosoftBrokerServiceOperation starts hello for package name: com.azure.authenticator ThreadPoolExecutor$Worker.run()@641 [pool-3-thread-1]
2022-05-09 10:54:58,806 INFO/ROOT: [com.microsoft.identity.client.BrokerUtils#createHelloResultBundle] [2022-05-09 10:54:58 - thread_name : Binder:7751_3, correlation_id : UNSET] Android 30 Calling app broker protocol version: 2.0
Calling app required broker protocol version: 1.0
Broker app protocol version: 2.0 ThreadPoolExecutor$Worker.run()@641 [pool-3-thread-1]
2022-05-09 10:54:58,806 INFO/ROOT: [com.microsoft.identity.client.BrokerUtils#createHelloResultBundle] [2022-05-09 10:54:58 - thread_name : Binder:7751_3, correlation_id : UNSET] Android 30 Connection OK
Common protocol version: 2.0 ThreadPoolExecutor$Worker.run()@641 [pool-3-thread-1]
2022-05-09 10:54:58,807 INFO/ROOT: [com.microsoft.identity.client.BrokerContentProvider] [2022-05-09 10:54:58 - thread_name : Binder:7751_3, correlation_id : UNSET] Android 30 Broker content provider invoked for uriType: 10 ThreadPoolExecutor$Worker.run()@641 [pool-3-thread-1]
2022-05-09 10:54:58,808 INFO/ROOT: [MicrosoftBrokerServiceOperation:getBrokerAccounts] [2022-05-09 10:54:58 - thread_name : Binder:7751_3, correlation_id : UNSET] Android 30 MicrosoftBrokerServiceOperation starts getBrokerAccounts for package name: com.azure.authenticator ThreadPoolExecutor$Worker.run()@641 [pool-3-thread-1]
2022-05-09 10:54:58,808 INFO/ROOT: [BrokerAccountLoader:getBrokerAccounts] [2022-05-09 10:54:58 - thread_name : Binder:7751_3, correlation_id : UNSET] Android 30 No account matching broker account type exists. ThreadPoolExecutor$Worker.run()@641 [pool-3-thread-1]
2022-05-09 10:54:58,809 INFO/ROOT: [com.microsoft.identity.common.internal.result.MsalBrokerResultAdapter] [2022-05-09 10:54:58 - thread_name : Binder:7751_3, correlation_id : UNSET] Android 30 Get accounts, raw payload size :2 compressed size 22 ThreadPoolExecutor$Worker.run()@641 [pool-3-thread-1]
2022-05-09 10:54:58,798 DEBUG/Brooklyn: Configure and Display Brooklyn Enterprise controls called [DefaultDispatcher-worker-6]
2022-05-09 10:54:58,799 DEBUG/Brooklyn: allow listed account present [DefaultDispatcher-worker-6]
2022-05-09 10:54:58,799 DEBUG/Brooklyn: Brooklyn current state saved to ALLOW [DefaultDispatcher-worker-6]