Help!
If the Microsoft Authenticator (MFA) App is not working or if its stuck in a loop of not providing a code, more than likely it needs to be reset. Please call the KCS IT Help Desk at 865-594-1830 and request to have the Microsoft Authenticator reset.
First Time Setup: You will need both a computer and your mobile device in front of you to set MFA up.
- Start on the computer logging into your KCS email at mail.office365.com
- You will get a pop-up that says MORE INFORMATION REQUIRED
- Click Next
Authenticator App Setup
When you get this screen, click Next
When you get this screen, click Next
When you get this screen, STOP and go download the AUTHENTICATOR APP on your smartphone.
From your app store, download the Microsoft Authenticator app to your phone (it’s free). Make sure the icon looks like the one in the picture. Open the app:
- AGREE to the data collection statement.
- On the next screen, choose Scan QR code. The authenticator app will ask permission to use your camera.
- Click OK.
- Depending on your phone, you may get a pop-up about using Face ID or other methods to unlock the app.
Now, go back to the page on your computer and scan the QR code.
Click Allow if the app asks about notifications. Once you’ve scanned the QR code, you will see that your account has been added to the authenticator app. Go back to your computer and click Next.
To “try out” the app, Microsoft Authenticator will send an approval request to the Authenticator app.
Open the Authenticator app and enter the two digit number shown on the computer screen and press Yes.
On the computer, click Next when you see Notification Approved.
You have successfully set up your security information, click Done.
Text (SMS) / Voice Call MFA retirement
To align with Microsoft's increased account security requirements, KCS no longer supports the use of Text(SMS) or Voice calls as a form of MFA. Legacy users with those forms of MFA will need to move to Authenticator App based tools before January 1st, 2027.
Setup or Transfer Microsoft Authenticator to a new device
After purchasing a new phone or changing phone numbers, users may find that their KCS information continues to be directed to the old phone. This issue can prevent access to email, Canvas, and other services due to the inability to retrieve the necessary authenticator codes.
This issue can be fixed by following the directions below before switching to the new phone or authentication method. OR call the KCS IT Help Desk at 865-594-1830 to request a reset of your MFA methods.
Log into: mysignins.microsoft.com/security-info
Click Delete on the right of any old or unneeded method
Click Add method
Click the drop-down arrow and choose Authenticator app. Click Add
Scroll to the top of this article and follow the directions from Method 1: Authenticator App
Two digit code