iOS Outlook App "unexpected error"

Hi @Elizabeth Carnelli,

This is my second time reaching out and I really want to make sure your experience is as smooth as possible.

While waiting for your response, I will also be monitoring other customer questions on the forum to assist them. If you have any further questions or updates, please tag (@Mia - Tr) in the reply so I can assist you more promptly and thoroughly.

Thank you for your valuable time.

I apologize for the delay, I was out of the office.

Everything under Exchange Admin Center user has everything enabled under 'Manage Settings for Email Apps'. Is there anywhere else on the Admin side I could be working on?

Thank you,

Elizabeth Carnelli

I have tried, or attempted to try, all you suggested.  I cannot choose a different account after failing with my personal account, but if I tap on Learn More, I can switch to a school account.  What happens then is that I am prompted to change my password, but to do that I have to get a number from Authenticator to verify my identity.  The problem them becomes going to Authenticator, which involves leaving the screen I am on. When I get to Authenticator, I then can’t return to the original screen.  I am sure there is some way to do that (I have to go to Apps screen and then to Authenticator, which has to be turned on; perhaps it is possible to have the App immediately accessible on my phone, but I’ve tried and tried unsuccessfully; perhaps I need to do that part directly from my computer.) Anyway, I can’t seem to get verified.  As for setting up the account through apple mail, I can’t seem to get that App set up either.  I feel quite computer illiterate at such times (I know how to do what I do, but these things are outside my normal proficiency.

Anyway, I am sorry to be making so many demands on your time.  I don’t know why the mobile connection suddenly stopped (did it happen to others, as far as you know?), but I am pretty much reconciled to not having it. (I do, as I have said, still have access via my computer.) I have a g-mail account too, which I created last year when the school made some change and I no longer had Outlook, and I may just have to inform everyone who contacts me through Outlook to instead contact me through the g-mail account, at least when I am away from home.  But if you have other suggestions, I am willing to try them.

Again, thank you for your help.

I am wondering if I should get him to change his password on his laptop. He is stuck in an authenticator loop on his phone. Thank you -Elizabeth

Hi @Elizabeth Carnelli,

Thank you for taking time with this issue and I'm sorry for my late response.

With the additional information you've provide and regarding to your question: I am wondering if I should get him to change his password on his laptop. He is stuck in an authenticator loop on his phone.

Yes, you can ask the student to change their password on their laptop is a good next step. Resetting the password from a trusted device like a laptop can help refresh the authentication flow and potentially resolve the loop with the Authenticator app.

As a temporary workaround, the student can continue using Outlook on the web via their mobile browser to maintain access while troubleshooting the app issue.

On the admin side, you can follow this article Manage user authentication methods for Microsoft Entra multifactor authentication in case the issue persists after the password reset, you might consider combining both a password reset and a revoke of the multifactor authentication session.

Before making these changes, please inform the student about the steps you’ll be taking so they’re prepared for any prompts or re-verification requests.

I hope this helps. If you have any further question or update, please don't hesitate to let me know.

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