000037748 - Unable to log into Microsoft apps on Android devices when Microsoft Office 365 is configured with the RSA SecurID Access Application Portal

Document created by RSA Customer Support Employee on Jul 25, 2019
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Article Number000037748
Applies ToRSA Product Set: SecurID Access
RSA Product/Service Type: Cloud Authentication Service
IssueUsers are unable to successfully log into and access Microsoft applications such as Outlook, Excel, Word, etc. on an Android device. Upon opening up one of these apps, entering in one's username, and being redirected to the Application Portal sign-in page, the following message is seen on the Android device:
Can't connect to the server

An error occurred when setting up a secure connection on the server.  The security configuration on the server might be incompatible with this version of Office or your device might be missing the required  security certificate for this server.  Please contact your admin or ask the Microsoft community at https://answers.microsoft.com for the help with installing the certificates.


Android Can't connect to server message
CauseThis message can be caused by an incorrect certificate being uploaded to the Cloud Administration Console > My Account > Company Settings  Company Information page. This creates an issue with the certificate chain of trust, which leads to the Android device not trusting the certificate used for connecting to the identity router.
ResolutionUpload the correct certificate to the Cloud Administration Console > My Account > Company Settings  Company Information page so that Android devices trust the certificate used to connect to the identity router.