Table of Contents

Overview

If you are a student or an employee having issues using the Microsoft Authenticator app or signing into resources like Office 365 apps, Canvas, or Workday, please see the instructions below for how to remediate these issues yourself. The steps below will help you remove your profile in the Authenticator app on the devices that you are using and go through the registration steps.  

Common MFA Errors

Request Denied

  • If you receive a notification like below, it could mean that you have attempted too many times, and you'll need to open a request to unblock sign-ins for your account. Alternatively, you may contact Support Services for assistance. Call 561-237-7979 Monday through Friday between 8 am and 5 pm.   Once they have taken the necessary actions on your account, you can complete the steps below to re-register your devices for MFA. 

Steps to Re-Register MFA Profiles in the Authenticator App on your devices

Re-Setup your phone as the method using the Authenticator App

You will need two separate devices to complete the following steps

    1. One device will be your phone which you are adding your Lynn profile in the Microsoft Authenticator app.
    2. The other should be a device with a larger screen (PC, Laptop, or iPad) that you will use your preferred web browser to complete the steps necessary to prepare the personalized QR code that you will then scan using the Authenticator app on your phone to complete setting up your Lynn profile.
  1. If you received an error message like the one pictured above - Request denied - You must contact Support Services to unblock your account before completing the steps below.
  2. VERY IMPORTANT!!!
    1. Before completing the steps below, you must contact Support Services to have them perform the following on your account.
      1. Require Re-register MFA
      2. Revoke MFA sessions
  3. Once you have confirmed via your updated request or a phone call that Supports Services has completed the steps above on your account, you can continue below.
  4. VERY IMPORTANT!
    1. If you do NOT confirm with Support Services that they completed the steps on your account above FIRST, you WILL have issues completing the steps below.
  5. Delete your existing Lynn University profiles in your authenticator app on your phone and iPad 
    1. On your Phone:
      1. Open the Authenticator App
      2. Tap on the Lynn email of the profile previously created
      3. On this screen, there is a gear in the top right corner
      4. Tap the gear and choose "Remove Account" and "This app only"
      5. You should see that your Lynn profile is no longer listed. If there are more profiles listed that are affiliated with your Lynn email, please remove them using the same process.
  6. Using your other device, we now log in and start the process to get the QR code which can then be scanned using the Authenticator app on your phone to set up your Lynn profile.
    1. On your Other device with the larger screen (PC, Laptop, or iPad):
      1. Open your preferred browser.  Safari / Edge / Chrome etc.
      2. Open an Incognito or In-Private Window.
      3. Go to https://office.com .
      4. Sign in with your Lynn account.
      5. You will be prompted that "More Information is Required".
      6. Hit Next until you are presented with a QR Code to scan.
    2. On your Phone
      1. Open the Authenticator app 
      2. Tap Add account or the + sign at the top right of the screen
      3. At the "What Kind of Account are you adding? page, tap "Work or School Account," and then tap the "Scan QR Code" option
      4. Scan the QR code on the screen of your other device
      5. Once your profile appears on the Authenticator app, hit next on the other device to have it send a test authentication notification
      6. You should be prompted to enter two numbers and the option to input those numbers should appear on your phone
      7. At this point, you should now have your phone set up as one of the methods to authenticate yourself to any Office 365 apps, Canvas, or Workday applications


Re-Setup your university issued iPad as a secondary method using the Authenticator App in the event you lose your phone


You will need two separate devices to complete the following steps

    1. One device will be your University issued iPad that you will add your profile to the Microsoft Authenticator app
    2. The other should be a device with a larger screen (PC, Laptop, or phone) that you will use your preferred web browser to complete the steps to prepare QR code that you will then use the Authenticator app on your iPad to scan to complete your profile setup
  1. Using your other device (PC, Laptop or iPhone), we now log in and start the process to get the QR code which can then be scanned on your University issued iPad to set up your profile in the Authenticator app.
    1. On your PC or laptop or Phone using a web browser
      1. Open a web browser and go to https://myaccount.microsoft.com 

      2. Enter your Lynn email address

      3. Select Work or School Account
      4. Enter your password and click sign in
      5. You will be presented with a two digit pin
      6. Go to your phone and open the Authenticator app.
      7. Enter the two digit pin from the steps above

      8. Once logged in, click on Update Info under the Security Info section 

      9. Review the authentication methods you have set up.
      10. Click Add authentication Method
      11. From the dropdown, select Authenticator App
      12. If you don't already have the Authenticator app installed on your University Issued iPad now would be a good time to do so
      13. Once you have it installed, Click Next on the Microsoft Authenticator - Start by getting the app page
      14. Click Next on the Microsoft Authenticator - Setup your account page
      15. Complete the next steps on your university issued iPad
    2. On your University issued iPad
      1. Open the Authenticator app if you do not already have it open
      2. Tap Add account or the + sign at the top right of the screen
      3. At the What Kind of Account are you adding? page, tap Work or School Account, and then tap the Scan QR Code option
      4. Using your University issued iPad, scan the QR code from the web browser screen of your other device that you used in step 2 section above
      5. You should now have a profile on your University issued iPad
    3. Go back to your PC or Laptop or Phone web browser that you used to complete the steps in section 2 above
      1. Hit next to have it send a test authentication notification to the authenticator App in your University issued iPad
    4. Go back to your University issued iPad
      1. In the authenticator app you should now be prompted to enter two numbers to complete the test notification process
  2. Once you have successfully completed the steps above you should now have your second device, you University issued iPad, set up as a second method to authenticate yourself to any Office 365 apps, Canvas, or Workday applications in the event you lose your Phone.



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