Troubleshooting Issues Logging In to SAP Cloud Identity Services (IAS)

Recently, we had to troubleshoot two different Multi-Factor Authentication (MFA) issues affecting users logging in to SAP Cloud Identity Services (IAS). Although both problems were related to MFA, they had different root causes and required different solutions.

Issue 1 – User Changed or Reset Their Mobile Phone

One user had replaced or reset their mobile phone and could no longer authenticate using Microsoft Authenticator.

The solution was to re-register the authentication device by generating a new QR code in IAS and asking the user to scan it again using Microsoft Authenticator.

This issue is described in SAP Note 3617943.

Issue 2 – QR Code Was Not Displayed

Another user selected the QR code option during the IAS login process, but no QR code was displayed, making it impossible to register the Microsoft Authenticator application.

This issue was resolved by implementing the correction described in SAP Note 3480901.