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User in our AAD unable to sign into their own cloud-hosted VM's F&O

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I have an extremely weird issue going on - User is unable to sign into F&O for his cloud-hosted VM.
 
1. He tries to sign in (enters his username, password)
2. He is prompted for Microsoft Authenticator confirmation
3. The authenticator prompt never appears, and using the one-time password code doesn't work either
 
He is a developer on several other cloud-hosted VMs, and the sign-in on those works fine. He can sign in on literally everything except this one F&O portal.
 
I reset his MFA credentials and required re-registration twice, it just refuses to work. Adding him to the MFA exemption also doesn't work, he is still prompted for some authenticator app which doesn't exist.
 
 
Furthermore, I can't even figure out how to open a support ticket for this, because the microsoft learn page just says /use the support tile/ but there is no support tile.
What support tile? There is no option to open a support ticket.
  • Suggested answer
    Umesh Pandit Profile Picture
    Umesh Pandit 9,298 User Group Leader on at
    User in our AAD unable to sign into their own cloud-hosted VM's F&O
    To open a support ticket>> After opening the LCS> select the Project > look below the environments> click on the service request
     
     
    then once "Support Issues" > Make sure you are under >>> "Submitted to Microsoft" > Then Click on the + Submit an incident.  
     
     
    Mostly User issues should be from the browser end, please try the same user ID under your system or a different browser...

    And I think you also have "just click on Manage Incidents" 
    ​​​​​​​

  • Anthony Blake Profile Picture
    Anthony Blake 2,199 Super User 2024 Season 2 on at
    User in our AAD unable to sign into their own cloud-hosted VM's F&O
    1 upvote for Martins Response - its a CHE, don't waste an more time, redeploy/replace. It frustrating on these environments at time, but there comes a point where if your spending more than a day troubleshooting its time to provision a replacement. This can even be done in parallel, investigate while you wait. 
  • Martin Dráb Profile Picture
    Martin Dráb 230,371 Most Valuable Professional on at
    User in our AAD unable to sign into their own cloud-hosted VM's F&O
    You're saying it's working fine, but you also said the user can't log into F&O and work, which is what I meant. If you agree that there is a problem, we could continue the discussion and consider changed done there and setup we could investigate (there are things in web.config, for instance, that may be wrong). By the way, a new VM would have already been deployed.
     
     
  • User in our AAD unable to sign into their own cloud-hosted VM's F&O
    @Martin Drab
     
    The environment did and STILL works fine. I'm not aware of any changes which would affect user access. I could technically deploy a new VM, but it's slow and honestly this problem doesn't make any sense.
     
    I will take a look at the project to look for the support tile tomorrow.
     
    Thanks.
  • Martin Dráb Profile Picture
    Martin Dráb 230,371 Most Valuable Professional on at
    User in our AAD unable to sign into their own cloud-hosted VM's F&O
    Did the environment ever work? If so, what has changed? Is it worth investigating, or can't you simply deploy a new VM?
     
    Open a LCS project to find the tile. Many things are available only in context of a project.
     
    (Moved from D365 general forum.)

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