Summary

This article provides instructions to solve a problem that is preventing iPhone users from logging into Microsoft Applications on their mobile device when the Microsoft Authenticator is their primary authentication method. When attempting to login, people experiencing this issue will receive the error message:

“Network Timeout – The network request timed out. Please try again [2602]”

There are three steps to solving this problem:

1. Signing out of all Microsoft applications on your iPhone
2. Removing the Microsoft Authenticator from your registered sign-in methods after ensuring there is an alternate method registered
3. Signing in to the Microsoft Authenticator application (without QR code)

 

Note: You will need to sign-out of all Microsoft applications (Outlook, OneDrive, Teams, OneNote, Word, Excel, PowerPoint, etc.). The following are the steps to remove an account from Outlook as an example.  You will need to repeat these steps for each Microsoft application you use on your iPhone.

Instructions

Step 1 - Open the Outlook application on your iPhone.

Step 2 - Select the icon with your initials (Or profile picture) in the top-left corner:

 

Step 3 - Select the settings icon in the bottom-left corner:

 

Step 4 - Select your USNH account under Mail Accounts:

 

Step 5 - Scroll to the bottom of the page, and select Delete Account:

 

Step 6 - Select Delete to sign-out of the application.

Step 7 - Repeat Steps 1 - 6 for each Microsoft application you use on your iPhone, such as OneDrive, Teams, SharePoint, OneNote, Word, Excel, PowerPoint, etc.

Outcome

You will be signed-out of all Microsoft applications.

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Note: Before removing the Microsoft Authenticator app from your sign-in methods, be sure there is at least one alternate method for Microsoft MFA (see Step 3 below to check registered methods). If there is not, see our article for instructions on Adding Backup Multi-Factor Authentication (MFA) Methods.

 

Instructions

Step 1 - Open a browser and navigate to: https://myaccount.microsoft.com  . 

Step 2 - When Microsoft asks for "Email or phone", enter your fully qualified username of username@usnh.edu and click next.  Type in your current password on the next screen.

Step 3 - Look for the Security info tile and select UPDATE INFO:

 

Step 4 - Be sure there is an alternate sign-in method registered. When there is at least one alternate MFA method added, then select Delete to the right of the Microsoft Authenticator method.  

 

Step 5 - Open the Microsoft Authenticator application on your iPhone.

Step 6 - Select the USNH profile: 

 

Step 7 - Select the settings icon from the top-right:

 

Step 8 - Select Remove account:

 

Step 9 - Select Yes, this app only:

 

Outcome

You have successfully removed Microsoft Authenticator as a sign-in method for MFA and removed your USNH account from the Microsoft Authenticator app.

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Note: Due to how the Microsoft Authenticator app saves your account information, it can often be helpful to restart the iPhone or at the very least restart the Microsoft Authenticator app before re-registering your USNH account.

To restart your iPhone:

• iPhone with Home Button: Hold down the power button, then drag the slider to Power Off your iPhone.
• iPhone without Home Button: Hold down both the power button + either volume-up or down, then drag the slider to Power Off your iPhone.
• Both Models: Hold down the power button to power the iPhone back on.

 

Step 1 - Re-open the Microsoft Authenticator, and select the + icon from the top-right:

 

Step 2 - Select Work or school account: 

 

Step 3 - Select Sign in:

Note: Choosing the "Scan QR code" option will result in a network timeout error.  

 

Step 4 - When asked for "Email or phone", type your username@usnh.edu and click Next

Note: Using any domain other than @usnh.edu will result in a network timeout error.

 

Step 5 - Complete the remaining sign-in prompts.

 

Outcome

You should now see your USNH profile in the Microsoft Authenticator application, and should be able to log into your M365 applications without receiving a network timeout error.

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Further Readings

Adding Backup Multi-Factor Authentication (MFA) Methods.

 

Need additional help?

Visit the Technology Help Desk Support page to locate your local campus contact information or to submit an online technology support request.  For password issues you must call or visit the Help Desk in person.