If you can’t sign in to the app, you may be logged in to another Microsoft Account that does not have access to the MGI. Try to sign in with your account in the browser’s incognito mode or log out and then clear your cache (see additional cards for more information).

If you have successfully signed in to the MGI but are seeing a message that indicates you cannot access your account, there may be an issue with your login. Notify your system administrator and they may contact us for more information.

If you forgot your password, you will be unable to reset it in the MGI. Please contact your system administrator for help.

You may need to clear your cache after signing out of another Microsoft account to ensure the old log-in details are not stored. To clear your cache, follow these steps, which are dependent on your browser: clear your cache.

If you are using another person’s laptop, their Microsoft login credentials may be stored on their device. We recommend you sign in to an incognito window if you are using another person’s laptop. If you are unable to use incognito mode, with their permission, you can sign out of their account from office.com and then clear their cache. Then, access the MGI and sign in with their device.

Multi-Factor Authentication is a sign-in method that uses more than one authentication method to log in to the device. The methods could include, but are not limited to, passwords, inputting a code that is sent to your phone via text or sent to your email, approving a push notification through an app, and more.

Multi-factor authentication improves security by requiring multiple verification methods to access your account. This is to ensure that if one method is compromised by a cyberattack (e.g., someone learns your password), there are additional steps that will prevent unauthorized users from signing in to your account.

You can use either the Microsoft Authenticator App or the DUO App. Both apps are compatible with Microsoft accounts and non-Microsoft or Google accounts. For more information on DUO, see Guide to Two-Factor Authentication – Duo Security.

MFA is required whenever you log into the MGI. In order to access the MGI and all its functions, you will need to log in with MFA.

MFA can be used with multiple device types, including smartphone mobile devices (Android and IOS) such as phones or tablets, via the MFA app.

If you are using Multi-Factor Authentication and do not have access to your multi-factor authentication method, such as your phone, email, or an MFA app, you will not be able to sign in to the MGI until you regain access to that sign-in method. For assistance, please contact Customer Service at [email protected] to have your MFA method reset.

If you see the error code 1200, please wait 30 seconds, then refresh your browser. If this error code persists, please try signing in to your account using a private browser or incognito mode. After signing in to incognito mode, if the error code persists, please contact MHS.

If you see the error code 504, that means your report was unable to complete generation. Please regenerate the report. If you see this error again, please contact MHS to report it.

If you see the error code 200, that means your report was unable to complete generation. Please regenerate the report. If you see this error again, please contact MHS to report it.

If you see the error code 202, that means your report is still being processed. Please try to access the report again in 4-6 minutes.