"Oops, something went wrong" Duo Authentication Error

Issue

When signing into a Microsoft mobile app, like Outlook, with Duo two-factor authentication you may encounter the error message "Oops, something went wrong, we were unable to complete your authentication flow." 

Picture of Oops something went wrong error message.

This issue occurs when both the Duo Mobile and the Microsoft Authenticator app are installed on the same mobile device.  While Duo Mobile app provides two-factor authentication for UTD services, the Microsoft Authenticator app specifically handles two factor authentication requests initiated by Microsoft mobile apps.  If a user returns directly to the Microsoft mobile app (e.g. Outlook) instead of completing the sign-in process within Microsoft Authenticator, the authentication flow is interrupted, resulting in the error message.

Solution

If the user has the Microsoft Authenticator app installed on their mobile device and experiencing the "Oops, something went wrong" error when attempting to log into a Microsoft Mobile app, they should follow these steps:

  1. Log into the Microsoft Mobile app using their UTD credentials.
  2. Open the Microsoft Authenticator app to complete the Microsoft authentication.
  3. Accept a Duo Push to complete Duo authentication.

To help avoid future confusion, it may be best to uninstall the Microsoft Authenticator app if it is not required.

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