WebAdvisor Error - AADSTS75011

WebAdvisor requires users to enter a password - if a user's sign-in method ignores the password prompt, then the following error will be shown. The error commonly occurs with users who have the authenticator app who have enabled Phone sign-in/passwordless sign-in enabled, or for users who have set up Windows Hello. There may be other passwordless sign-in methods that apply here as well. Sometimes, when setting up the authenticator app, this feature is enabled by default.

For users with the Microsoft Authenticator App:

1. Enter your authenticator app

2. Tap on your email on the app

3. Underneath the One-time password code you should see "Disable phone sign-in" which means it is giving the option to disable it if it is enabled on your phone. Tap on that prompt. 

Note: The one-time password code WILL be different for you. Do not worry if it is not the same.

4. The app will ask you to verify your identity - login with your email/password or, if it takes you straight to the MFA method, verify your identity with your preferred method and phone sign in should be disabled.

5. Try logging in - it may say the error again. In this case, stay on that error page and then clear the cookies. In this example, we are using Chrome - click on the lock icon next to the WebAdvisor URL:

6. Click the options relating to cookies/managing cookies:

7. Delete the cookies on the site, then go back to https://www.uoguelph.ca/webadvisor/

8. Try to log in again and if it prompts your password, your login should be accepted.

For users with Windows Hello:

1. Sign in to the page to configure your MFA methods: My Sign-Ins (microsoft.com)

2. You will have to set up a new MFA method as Windows Hello is not supported with WebAdvisor. For more directions on how to set up MFA please see this page: Getting Started: How to Set Up MFA (uoguelph.ca)

3. Try logging in - it may say the error again. In this case, stay on that error page and then clear the cookies. In this example, we are using Chrome - click on the lock icon next to the WebAdvisor URL:

4. Click the options relating to cookies/managing cookies:

5. Delete the cookies on the site, then go back to https://www.uoguelph.ca/webadvisor/

6. Try to log in again and if it prompts your password, your login should be accepted.

Follow up for Users with Windows Hello:

Sometimes, when logging into WebAdvisor - the default method will still be Windows Hello even though in the My Sign-Ins (microsoft.com) page a user has set the default to NOT be Windows Hello. The way to get around this is when it asks for your computers pin, press cancel and then choose a different way to sign in. Then you should see two options - to sign in with a password or to sign in with windows hello. Sign in with the password, and then WebAdvisor should ask for the second step verification with another method you've set up.

If you'd like to remove Windows hello so that you do not have to press cancel every time - please contact the CCS IT Help Centre to remove that MFA method for you. Our email is: ithelp@uoguelph.ca