Microsoft Authenticator
A Microsoft app for iOS and Android devices that enables authentication with two-factor verification, phone sign-in, and code generation.
5,566 questions
Microsoft Authenticator - unable 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(150.4, 9%, 24%)' cx='32' cy='32' r='32' /%3E%3Ctext x='50%25' y='55%25' dominant-baseline='middle' text-anchor='middle' fill='%23FFF' %3EJP%3C/text%3E%3C/svg%3E)
Jesse Peltonen
6
Reputation points
Got new phone and installed microsoft authenticator, unable to restore from backup
getting error "unable to restore, please see the logs"
I have submitted logs, i have also uninstalled authenticator from old phone and from cloud, reinstalled authenticator many times, no help.
Many users are facing this same error at the moment
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: 12
Android build: OnePlus/NE2213EEA/OP516FL1:12/SKQ1.211019.001/S.202203262150:user/release-keys
Device name: OP516FL1
Device ID: SKQ1.211019.001
Device manufacturer: OnePlus
Device model: NE2213
Device display: NE2213_11_A.12
Device brand: OnePlus
Device hardware: qcom
Locale: fi_FI
ACCOUNTS
Extracted account
username: AAD
type: AadAccount
secretKey is empty: true
AAD Properties:
is Broker only: true
groupKey: 00000000000000000000000000000000
object ID: 6e9c81fd84
tenant ID: a7b9340a-df9e-4e78-a4b1-a2d6f5d495c0
2022-05-09 11:22:06,971 WARN/App: Logs have been deleted: true RemoveLogsUseCase$removeLogs$2.invokeSuspend()@45 [DefaultDispatcher-worker-10]
2022-05-09 11:22:06,980 INFO/App: Dialog task CallbackDialogTask, id = RestoreFlowActivity.[null].[Varmuuskopiosta palauttaminen].[PROGRESS_DIALOG] was closed. DialogFragmentManager$Companion.dismissProgressDialog()@28 [main]
2022-05-09 11:22:06,980 INFO/App: Dialog task RestoreFlowActivity.[null].[Varmuuskopiosta palauttaminen].[PROGRESS_DIALOG] has finished. DialogTaskQueue.tryCloseDialog()@104 [main]
2022-05-09 11:22:06,985 INFO/App: Task CallbackDialogTask, id = RestoreFlowActivity.[Palauttaminen ei onnistu].[Havaittiin virhe. Lähetä meille lokit käyttämällä Lähetä lokit -vaihtoehtoa.].[INFO_DIALOG] has been put to the queue. DialogFragmentManager.enqueueCustomDialogFragment()@115 [main]
2022-05-09 11:22:06,985 INFO/App: Proceed to showing: CallbackDialogTask, id = RestoreFlowActivity.[Palauttaminen ei onnistu].[Havaittiin virhe. Lähetä meille lokit käyttämällä Lähetä lokit -vaihtoehtoa.].[INFO_DIALOG] DialogTaskQueue.enqueueTask()@62 [main]
2022-05-09 11:22:06,987 WARN/App: Attempted to finish taskId = RestoreFlowActivity.[null].[Varmuuskopiosta palauttaminen].[PROGRESS_DIALOG] but it's not shown by DialogTaskQueue now. DialogFragmentManager$enqueueCustomDialogFragment$1.run()@107 [main]
2022-05-09 11:22:07,005 INFO/App: Merging broker accounts into accounts list BrokerAccountUseCase$mergeBrokerAccounts$2.invokeSuspend()@84 [DefaultDispatcher-worker-7]
2022-05-09 11:22:07,034 INFO/Broker: [com.microsoft.identity.client.api.BrokerApiController] [2022-05-09 11:22:07 - thread_name : DefaultDispatcher-worker-7, correlation_id : UNSET] Android 31 Broker Strategies added : ContentProviderStrategy, AccountManagerUpdateCredentialStrategy, ThreadPoolExecutor$Worker.run()@641 [pool-15-thread-1]
2022-05-09 11:22:07,035 INFO/Broker: [BrokerOperationExecutor:getBrokerAccounts] [2022-05-09 11:22:07 - thread_name : DefaultDispatcher-worker-7, correlation_id : UNSET] Android 31 Executing with IIpcStrategy: ContentProviderStrategy ThreadPoolExecutor$Worker.run()@641 [pool-15-thread-1]
2022-05-09 11:22:07,035 INFO/Broker: [com.microsoft.identity.common.internal.broker.ipc.ContentProviderStrategyBROKER_API_HELLO] [2022-05-09 11:22:07 - thread_name : DefaultDispatcher-worker-7, correlation_id : UNSET] Android 31 Request to BrokerContentProvider for uri path /brokerApi/hello ThreadPoolExecutor$Worker.run()@641 [pool-15-thread-1]
2022-05-09 11:22:07,036 INFO/Broker: [com.microsoft.identity.common.internal.broker.ipc.ContentProviderStrategyBROKER_API_HELLO] [2022-05-09 11:22:07 - thread_name : DefaultDispatcher-worker-7, correlation_id : UNSET] Android 31 Received successful result from Broker Content Provider. ThreadPoolExecutor$Worker.run()@641 [pool-15-thread-1]
2022-05-09 11:22:07,037 INFO/Broker: [com.microsoft.identity.common.internal.result.MsalBrokerResultAdapter:verifyHelloFromResultBundle] [2022-05-09 11:22:07 - thread_name : DefaultDispatcher-worker-7, correlation_id : UNSET] Android 31 Able to establish the connect, the broker protocol version in common is [2.0] ThreadPoolExecutor$Worker.run()@641 [pool-15-thread-1]
2022-05-09 11:22:07,037 INFO/Broker: [com.microsoft.identity.common.internal.broker.ipc.ContentProviderStrategyBROKER_API_GET_BROKER_ACCOUNTS] [2022-05-09 11:22:07 - thread_name : DefaultDispatcher-worker-7, correlation_id : UNSET] Android 31 Request to BrokerContentProvider for uri path /brokerApi/getBrokerAccounts ThreadPoolExecutor$Worker.run()@641 [pool-15-thread-1]
2022-05-09 11:22:07,135 INFO/App: Total number of broker accounts: 1 BrokerAccountUseCase$mergeBrokerAccounts$2.invokeSuspend()@88 [DefaultDispatcher-worker-7]
2022-05-09 11:22:07,135 INFO/App: Total number of all accounts: 1 BrokerAccountUseCase.setAccountInfoForMatchingAadAccount()@119 [DefaultDispatcher-worker-7]
2022-05-09 11:22:07,135 INFO/App: Did not find a match. BrokerAccountUseCase.setAccountInfoForMatchingAadAccount()@141 [DefaultDispatcher-worker-7]
2022-05-09 11:22:07,135 INFO/App: Total number of all accounts: 1 BrokerAccountUseCase.setAccountInfoForMatchingAadAccount()@119 [DefaultDispatcher-worker-7]
2022-05-09 11:22:07,135 INFO/Broker: [com.microsoft.identity.common.internal.broker.ipc.ContentProviderStrategyBROKER_API_GET_BROKER_ACCOUNTS] [2022-05-09 11:22:07 - thread_name : DefaultDispatcher-worker-7, correlation_id : UNSET] Android 31 Received successful result from Broker Content Provider. ThreadPoolExecutor$Worker.run()@641 [pool-15-thread-1]
2022-05-09 11:22:07,135 INFO/App: Set broker account info: objectId = 6e9c81fd84, tenantId = a7b9340a-df9e-4e78-a4b1-a2d6f5d495c0, id = 7 BrokerAccountUseCase.setAccountInfoForMatchingAadAccount()@132 [DefaultDispatcher-worker-7]
2022-05-09 11:22:07,139 INFO/App: hasDosPreventer = false AccountStorageCustomQueries.hasMfaAccountsConfiguredForNotifications()@99 [DefaultDispatcher-worker-7]
2022-05-09 11:22:07,371 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="2022-05-09T11:22:07Z">(35)</ps:ServerInfo></ps:ManageApproverResponse></S:Body></S:Envelope> AbstractStsResponse.parse()@45 [DefaultDispatcher-worker-10]
2022-05-09 11:22:07,373 INFO/MSA: Account is unregistered for session approval. SessionManager.unregister()@280 [DefaultDispatcher-worker-10]
2022-05-09 11:22:07,373 INFO/App: Successfully unregistered MSA account MsaAccountUseCase$unregisterAccount$2.invokeSuspend()@146 [DefaultDispatcher-worker-10]
2022-05-09 11:22:07,374 INFO/App: Unregister account for session approval result = Success RestoreFlowViewModel$cleanUpAfterUnsuccessfulRestore$1.invokeSuspend()@54 [DefaultDispatcher-worker-10]
2022-05-09 11:22:08,456 INFO/App: Dialog task RestoreFlowActivity.[Palauttaminen ei onnistu].[Havaittiin virhe. Lähetä meille lokit käyttämällä Lähetä lokit -vaihtoehtoa.].[INFO_DIALOG] has finished. DialogFragmentManager$enqueueCustomDialogFragment$1.run()@107 [main]
2022-05-09 11:22:08,472 INFO/App: Request code: [1837548980]. Result Code: [20]. Intent is null: [true] MainActivity.onActivityResult()@369 [main]
2022-05-09 11:22:08,472 INFO/App: onActivityResult: requestCode = 1837548980, resultCode = 20 BackupModule.onActivityResult()@129 [main]
2022-05-09 11:22:08,473 INFO/App: onActivityResult: requestCode = 1837548980, resultCode = 20 RootActivityBase.onActivityResult()@53 [main]
2022-05-09 11:22:08,473 ERROR/App: Unknown request. MainActivity.onActivityResult()@393 [main]
2022-05-09 11:22:08,473 INFO/App: onResume MainActivity.onResume()@260 [main]
2022-05-09 11:22:08,479 INFO/App: Network status on the device. isConnected = true NetworkChangeManager.registerForNetworkChangesInternal()@44 [main]
2022-05-09 11:22:08,505 INFO/Broker: [WorkplaceJoinOperation#getAccount] [2022-05-09 11:22:08 - thread_name : pool-19-thread-1, correlation_id : UNSET] Android 31 WPJ account does not exist. ThreadPoolExecutor$Worker.run()@641 [pool-15-thread-1]
2022-05-09 11:22:08,507 INFO/App: Device is not workplace joined. AccountsListViewModel$validateWpjNgcAccount$1.invokeSuspend()@173 [DefaultDispatcher-worker-5]
2022-05-09 11:22:13,350 WARN/App: File not found: authenticator.1.txt CollectLogsUtils.readFileFromInternalStorage()@145 [AsyncTask #6]
2022-05-09 11:22:13,350 WARN/App: File not found: broker.1.txt CollectLogsUtils.readFileFromInternalStorage()@145 [AsyncTask #6]
2022-05-09 11:22:13,351 WARN/App: File not found: brooklyn.1.txt CollectLogsUtils.readFileFromInternalStorage()@145 [AsyncTask #6]
2022-05-09 11:22:13,351 WARN/App: File not found: experimentation.1.txt CollectLogsUtils.readFileFromInternalStorage()@145 [AsyncTask #6]
2022-05-09 11:22:13,351 WARN/App: File not found: DID.1.txt CollectLogsUtils.readFileFromInternalStorage()@145 [AsyncTask #6]
2022-05-09 11:22:13,351 WARN/App: File not found: authenticator.txt1 CollectLogsUtils.readFileFromInternalStorage()@145 [AsyncTask #6]
2022-05-09 11:22:13,351 WARN/App: File not found: broker.txt1 CollectLogsUtils.readFileFromInternalStorage()@145 [AsyncTask #6]
2022-05-09 11:22:13,351 WARN/App: File not found: brooklyn.txt1 CollectLogsUtils.readFileFromInternalStorage()@145 [AsyncTask #6]
2022-05-09 11:22:13,351 WARN/App: File not found: experimentation.txt1 CollectLogsUtils.readFileFromInternalStorage()@145 [AsyncTask #6]
2022-05-09 11:22:13,352 WARN/App: File not found: DID.txt1 CollectLogsUtils.readFileFromInternalStorage()@145 [AsyncTask #6]
2022-05-09 11:22:07,005 DEBUG/Brooklyn: Configure and Display Brooklyn Enterprise controls called [DefaultDispatcher-worker-4]
2022-05-09 11:22:07,008 DEBUG/Brooklyn: Execution thread of fetchEnterpriseDenyListStatus is DefaultDispatcher-worker-4 [DefaultDispatcher-worker-4]
2022-05-09 11:22:07,011 DEBUG/Brooklyn: Time taken to fetch enterprise deny list status from DB : 0.001 [DefaultDispatcher-worker-4]
2022-05-09 11:22:07,011 DEBUG/Brooklyn: Found the EnterpriseDenyList entry in the local DB. [DefaultDispatcher-worker-4]
2022-05-09 11:22:07,012 DEBUG/Brooklyn: allow listed account present [DefaultDispatcher-worker-4]
2022-05-09 11:22:07,012 DEBUG/Brooklyn: Brooklyn current state saved to ALLOW [DefaultDispatcher-worker-4]