Question 1

I got a message saying  'Approve sign in request' with a number, what do I do next?

Accepted Answer

After logging in to a college application (outside college) you'll then get a message to ‘approve sign in request’ using a number - when this happens, check your phone for a notification from Microsoft Authenticator and OPEN THAT NOTIFICATION to enter the number shown.

The notification will normally say 'Approve sign-in?'

It is important to open the actual notification since it is the easiest way to approve.

(note that if you have set up your security to get a phone call, you should get a phone call instead of message with a number)

Question 2

What is the difference between the screen that shows the number and the screen where I enter it?

Accepted Answer

The screen that shows the number will be displayed in your Teams, OneDrive or other college app.

The other screen where you enter the number is displayed when you open the separate phone notification that says 'Approve Sign-in request?'. The screen where you enter the number will normally look like this:

Question 3

The notification (to input the number) disappeared from my phone before I had entered the number, what do I do now?

Accepted Answer

Try returning to the application that you are logging into (e.g. Teams or OneDrive) and refresh the screen - this could generate a fresh notification to your phone.
Another way to generate a fresh notification is:
1. Close the application (e.g. Teams) completely.
2. Wait for 30 seconds.
3. Reopen the application and try logging in again.

In addition, if a notification has been missed, try opening the Authenticator app on your phone which sometimes generates the screen where the number can be entered - the screen will be called 'Are you trying to sign in' with an 'Enter number here' box.

Question 4

I set up my security to receive a phone call - how do I approve my sign in when I receive a call?

Accepted Answer

After logging in to a college application (outside college) you'll then a call to the number you input when you set up your security. Answer the call and press the # key.

Question 5

I missed the phone call from Authenticator and my first login attempt failed, what should I do next?

Accepted Answer

Try returning to the application that you are logging into (e.g. Teams or OneDrive) and refresh the screen - this could generate another phone call.
Or try doing this to generate another phone call:
1. Close the application (e.g. Teams) completely.
2. Wait for 30 seconds.
3. Reopen the application and try logging in again.

NOTE: the above only applies if you chose the phone call method when you set up Authenticator initially.

Question 6

What steps should I take if my authentication fails? Or if I think it's stuck in a loop

Accepted Answer

One issue is when there appears to be either nowhere to input a number or a number doesn't get shown. Users who experience this often describe it as 'stuck in a loop'.

Take the steps below, using the other FAQs on this page:
1. Make sure that you understand how to approve a sign-in request.
2. If you have missed either the phone notification to enter a number, or the phone call, try refreshing or restarting the application to generate another 'approve sign-in' request or phone call.
3. If the above haven't worked, request an Authenticator RESET - this can only be done by asking the LRC team for a reset, either by creating a help ticket or by visiting your college LRC.

IMPORTANT: when requesting a reset please check the AskLRC opening dates/times. The AskLRC support service will be closed for the whole of the college winter break.

The need for a reset can be caused by a series of failed attempts or be the result of changing your phone after your initial Authenticator set up.

Question 7

I got a message saying 'Keep your account secure', what do I do next?

Accepted Answer

The 'Keep your account secure' (or 'more information required') message means that the Authenticator security for your account still needs to be set up. That initial set up is required for all college accounts. It will not be possible to access college systems outside college until you have done it.
Go to the Microsoft Authenticator page for step by step instructions on how to set up your account security on a computer outside college.

Question 8

I have changed my phone since I set up Authenticator, do I need to do anything?

Accepted Answer

Yes, if you have changed your phone, you will need to set up Authenticator again on your new phone. Before you can do this, you will need to ask the LRC to reset your Authenticator. You can make this request by raising an online ticket or by vising your college Learning Centre/LRC.

A common reason for users not being able to approve a sign-in request is that they have changed their phone and not yet set it up again on the new one.

(A reset may not be required if you have backed up and restored the app settings from your old phone to your new phone).

Question 9

Can my Authenticator be reset?

Accepted Answer

The need for a reset can be caused by a series of failed attempts or be the result of changing your phone after your initial Authenticator set up.

A reset can only be done by asking the LRC team for a reset, either by creating a help ticket or by visiting your college LRC.

IMPORTANT: when requesting a reset please check the AskLRC opening dates/times. The service is available weekdays, 9:00-16:45 (excluding bank holidays). Any tickets submitted outside these hours will be answered as soon as possible the next working day.

The AskLRC support service is closed for the whole of college winter breaks.

Question 10

How do I set up my Authenticator again, after it has been reset?

Accepted Answer

Go to the Microsoft Authenticator page for step by step instructions on how to set it up on a computer outside college.

Important: before doing the above, please ensure that you have received confirmation from college staff that your reset has been done.

FAQs

Take a look at the answers to our most frequently asked questions below:

Frequently asked questions:

I got a message saying 'Approve sign in request' with a number, what do I do next?