INC34945419 – Multifactor Authentication (MFA) Prompt – RESOLVED

23/03/2023 10:45:00 AM (GMT)

Issue Status: RESOLVED

Issue Description: We are aware of some users being prompted to setup MFA. Some users may be presented with a ‘Keep your account secure’ page when logging in to the NHSmail platform.

Final Update: 24/03/2023 15:45:00 PM – Further investigation with Microsoft has confirmed that the issue has been caused by a recent update applied to a section of Microsoft infrastructure responsible for regulating user geo-location. The geo-location is not being reported correctly and is instead being populated with a location outside of the UK; this then triggers the non-UK Conditional Access Policy which is applied to the platform causing MFA to be enforced to grant access to O365 applications and services.

To mitigate this issue, users are advised to register for Conditional Access based MFA which will allow them to continue working in the usual way. Once Microsoft have fixed the issue with the geo-location connector, impacted users will cease to be asked for MFA except where it has been applied in the usual way through the Local Admin role, having been Marked As Compromised, or any other legitimate method.

The fix applied by Microsoft appears to have resolved the issue and no further reports of issues have been reported. We now consider the issue to be closed and no further updates will be provided.

If you require additional help and support, please raise a ticket in the usual way. The NHSmail helpdesk is available 24 hours-a-day, 7 days-a-week on 0333 200 1133 or by emailing

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