INC46455432 – Multifactor Authentication Issues – RESOLVED

18/02/2025 21:40:00 PM

Issue Status: RESOLVED

Issue Description: We are aware of an issue that is preventing users from authenticating via the use of Multifactor Authentication. Users may be unable to access the NHS.net Connect Portal and/or Microsoft Applications such as OWA and Teams. Users who have already recently accessed NHS.net Connect services such as the Portal or Microsoft applications via their NHS.net credentials prior to the occurrence of this issue will not be impacted unless they have logged out of their account.

Current Update: 18/02/2025 21:40:00 PM – Accenture engineers have now fully resolved the issue with all NHS.net Connect services accessible.

Root Cause: The root cause of the issue was related to a planned change on the evening of the 18/02/2025 to renew the ADFS MFA Adapter Service Principal. Due to how the Service Principals are generated, a period of co-existence was required to allow the existing Principal to expire before utilising the new one. A co-existence conflict was identified at the point of adding the new Service Principal which caused an impact to the ADFS MFA Adapter functionality. The Accenture team remediated the issue by creating a single new Service Principal which once deployed, resolved the issue.

Thank you for your patience whilst we worked to resolve this issue and we apologise for any inconvenience caused.

If you require additional help and support, the NHSmail helpdesk is available 24 hours-a-day, 7 days-a-week on 0333 200 1133 or by emailing helpdesk@nhs.net.