Summary
Use this guide when multifactor authentication (MFA) prevents you from completing a Solano College sign-in. Match what you see to the appropriate section to troubleshoot missing notifications, denied or expired requests, locked apps, blocked accounts, and unexpected prompts.
Use this when: You already enrolled in MFA but cannot complete a sign-in.
Audience: Faculty and staff.
Time required: About 5 to 15 minutes.
Students: MFA is not currently required for student accounts, so this procedure does not apply to students.
If you have never enrolled in MFA, use Set up Microsoft Authenticator for Solano sign-in (employees) instead.
Before you begin
This guide assumes you have already set up multifactor authentication (MFA) for your employee account. Before troubleshooting, make sure you:
- Have the phone or backup method you normally use for sign-in, if available.
- Can identify the message or behavior preventing you from signing in.
- Start with the section below that best matches what you see.
Choose the problem you are having
Select the description that most closely matches what you see:
No notification or verification code: Go to Section A: No notification or verification code arrives.
The request says Denied or Expired: Go to Section B: The request is denied or expired.
Microsoft Authenticator says it is locked: Go to Section C: Microsoft Authenticator is locked.
Your account or authentication method is temporarily blocked: Go to Section D: Your account or authentication method is blocked.
You receive a prompt you did not initiate: Go to Section E: You receive an unexpected MFA prompt.
Section A: No notification or verification code arrives
Try these steps in order. Stop when one works:
- Confirm that your phone is online. Open a webpage on the phone. Microsoft Authenticator requires an internet connection to receive and respond to a sign-in notification.
- Open Microsoft Authenticator manually. A pending request may appear in the app even when the phone did not display a notification.
- Check notification permissions. On an iPhone, open Settings, select Notifications, select Authenticator, and turn on Allow Notifications. On an Android phone, open Settings, select Apps, select Authenticator, select Notifications, and allow notifications.
- Check your other or previous phone. If Microsoft Authenticator is registered on more than one device, the notification may have gone to the device where the app was last used.
- Use a backup method. On the sign-in screen, select I can’t use my Microsoft Authenticator app right now, or the similar option shown, and choose an available SMS (text) message or personal email.
- Submit a Password or Login Help request.
If an SMS message does not arrive: Confirm that the displayed ending digits match your telephone number, check your cellular signal, and request the code one more time. If it still does not arrive, use another available method or submit a request. Never share a verification code.
Section B: The request is denied or expired
The request expired
Cancel the sign-in and start again. Open Microsoft Authenticator when the new request arrives, enter the number shown on the sign-in screen when prompted, and approve the request promptly.
Section C: Microsoft Authenticator is locked
Microsoft Authenticator App Lock protects the app with your phone’s PIN, passcode, fingerprint, or facial recognition. This message does not normally mean that your Solano account is locked.
- Unlock your phone. Use the same device PIN, passcode, fingerprint, or facial recognition that you use to unlock the phone.
- Open Microsoft Authenticator again. Complete the device authentication prompt.
- Use a backup method or submit a request. If the device authentication does not work, do not repeatedly guess the phone PIN. Use another available sign-in method or submit a Password or Login Help request.
Section D: Your account or authentication method is blocked
A message that your account, sign-in, or authentication method is temporarily blocked is different from Microsoft Authenticator App Lock.
- Stop repeated sign-in attempts. Repeated failed attempts may extend or retrigger security protections.
- Use another method if one is offered. Select the option to use a different sign-in method, and then choose an available SMS (text) message or personal email.
- Submit a Password or Login Help Request if no other method works. Technology Services and Support must verify your identity before reviewing or resetting a blocked authentication method.
Section E: You receive an unexpected MFA prompt
Do not approve an unexpected prompt. A prompt you did not initiate may mean that someone has your password and is attempting to access your account.
- Deny the request. If Microsoft Authenticator offers an option to report suspicious activity, select it.
- FalconNest sign-in: Reset your Solano password (self-service) immediately.
- Submit a Password or Login Help request. Select Unexpected MFA Prompts as the MFA issue type so Technology Services and Support can review recent sign-in activity with you.
Related articles and guidance
Get help
If the problem continues, submit a Password or Login Help request. Choose:
- Account or System: College Computer or Network Account
- Login Problem Type: MFA, verification code, or phone problem
- MFA Issue Type: Select the option that most closely matches the problem, such as Authenticator approval is not appearing, I cannot receive a verification code, Unexpected MFA Prompts, or Other.
- Exact Error Message: Enter the complete message shown on the screen.
Protect your information: Never include your password, verification code, QR code, Temporary Access Pass, recovery code, or other secrets in the request.