Sign-in and MFA Problems
Understand the Problem
Sign-in failures have very different causes depending on whether the problem is a password, an MFA device, an account policy, or a compromised account. Answer each question carefully.
1
Where is the user trying to sign in?
2
What happens when the user tries to sign in?
3
Which email platform is the account on?
4
Is there any reason to suspect the account may have been compromised?
5
When did the problem start?
6
How many users are affected?
7
If the problem is with MFA, what specifically is happening?
8
Is the user in an unusual location or on an unfamiliar network?
Answer all questions to continue to the Test stage.