Note
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Access to this page requires authorization. You can try changing directories.
When onboarding a device, you might see sign in issues after the app is installed. This article provides solutions to help address the sign-in issues.
Sign in failed - unexpected error
Sign in failed: Unexpected error, try later
Message:
Unexpected error, try later
Cause:
You have an older version of the Microsoft Authenticator app installed on your device.
Solution:
Install the latest version of Microsoft Authenticator from the Google Play Store and try again.
Sign in failed - invalid license
Sign in failed: Invalid license, contact administrator
Message: Invalid license, contact administrator
Cause:
You don't have Microsoft 365 license assigned, or your organization doesn't have a license for Microsoft 365 Enterprise subscription.
Solution:
Contact your administrator for help.
Report unsafe site
Phishing websites impersonate trustworthy websites for obtaining your personal or financial information. To report a website that could be a phishing site, see Provide feedback about network protection.
Phishing pages aren't blocked on some OEM devices
Applies to: Specific OEMs only
- Xiaomi
Phishing and harmful web threats detected by Defender for Endpoint for Android aren't blocked on some Xiaomi devices. The following functionality doesn't work on these devices.
Cause:
Xiaomi devices include a new permission model. This permission model prevents Defender for Endpoint for Android from displaying pop-up windows while it runs in the background.
Xiaomi devices permission: Display pop-up windows while running in the background.
Solution:
Enable the required permission on Xiaomi devices.
- Display pop-up windows while running in the background.
Unable to allow permission for 'Permanent protection' during onboarding on some OEM devices
Applies to: Specific OEM devices only.
- Xiaomi
Defender App asks for Battery Optimization/Permanent Protection permission on devices as part of app onboarding, and selecting Allow returns an error that the permission couldn't be set. It only affects the last permission called Permanent Protection.
Cause:
Xiaomi changed the battery optimization permissions from Android 11 onwards. Defender for Endpoint isn't allowed to configure this setting to ignore battery optimizations.
Solution 1:
The Android devices Battery Optimization screen opens automatically as part of the onboarding flow where the user needs to give the permissions. The user must then follow these steps to get on-boarded:
Select Work Profile to see all of the work profile apps.
Tap on Not optimized and select All Apps.
Scroll down to find Microsoft Defender and tap on it.
Select Don't Optimize option and tap on Done.
Navigate back to Defender
Solution 2 (needed in case the Solution 1 doesn't work):
- Install the Microsoft Defender for Endpoint app in personal profile. Sign-in isn't required.
- Open the Company Portal and tap on Settings.
- Go to the Battery Optimization section, tap on the Turn Off button, and then select on Allow to turn off Battery Optimization for the Company Portal.
- Again, go to the Battery Optimization section and tap on the Turn On button. The battery saver section opens.
- Find the Defender app and tap on it.
- Select No Restriction. Go back to the Defender app in work profile and tap on Allow button.
The application shouldn't be uninstalled from personal profile for this solution to work.
Unable to use certain third party applications along with the Microsoft Defender for Endpoint app (VPN)
Applies to: (Not limited) Apps handling banking, government services, or handling sensitive personal information.
Cause: Some applications, such as those used for banking, government services, or handling sensitive personal information, might restrict access if a VPN is detected on your device. These restrictions are determined by the app developer as part of its implementation and apply to all VPNs, including third-party VPNs on the device. Microsoft Defender doesn't control or enforce this behavior through its settings or policies.
Workaround: If an app doesn't function while a VPN is enabled or present in the work profile, you might need to disable the VPN or work profile when you use the app. Users should enable VPN when they're no longer using the app to ensure that their devices are protected.
Send in-app feedback
If a user faces an issue, which isn't already addressed in the above sections or is unable to resolve using the listed steps, the user can provide in-app feedback along with diagnostic data. Our team can then investigate the logs to provide the right solution. Users can follow these steps to do the same:
Open the Microsoft Defender for Endpoint application on your device and select the profile icon in the top-left corner.
Select Help & feedback > Send feedback.
Provide details of the issue that you face and check Include diagnostic data. We recommend selecting Include your email address so that the team can reach back to you with a solution or a follow-up.
Select on Submit to successfully send the feedback.
