Artifact Signing organization identity validation fails twice (Face Check failed / Error 504) – Japan

Submit Microsoft Authenticator diagnostics and open an Azure Support case before creating a third validation request, because the second attempt’s 504 networking_error and final Validation Fail status do not reveal whether Face Check or the Verified ID presentation failed.

What can be concluded

• First attempt: The displayed “Face Check failed” message identifies the failed step.
• Second attempt: The 504 networking_error shows that a technical error occurred during presentation, but it does not establish the ultimate backend rejection reason. The general Validation Fail status cannot distinguish a network/presentation failure from a Face Check failure.
• Similar Artifact Signing reports describe HTTP 504 errors during Verified ID presentation, including reports involving Japan, but they do not establish the cause of this specific transaction.^1^

Microsoft Support must correlate the timestamp, correlation ID, validation ID, and Authenticator diagnostics with service-side records. Repeated unexplained Artifact Signing failures have previously required backend investigation.^2^

Before another attempt

1. Send Authenticator logs now
   • Open Microsoft Authenticator.
   • Select the top menu → Send feedback.
   • Select Having trouble?
   • Submit the form and logs.
   • Record the resulting incident ID.^3^
2. Create an Azure Support request
   • In the Azure portal, open Help + support → Create a support request.
   • Select the affected subscription and Artifact Signing resource.
   • Ask for backend correlation of the failed Verified ID presentation.
   Include privately in the support case:
   • Both identity-validation IDs
   • Correlation ID from the second attempt
   • Exact UTC timestamp: 2026-11-11T12:11:12Z
   • Authenticator incident ID
   • Artifact Signing region, account SKU, and validation type
   • Phone model and operating-system version
   • Microsoft Authenticator version
   • Whether Wi-Fi, mobile data, VPN, or proxy was in use
   • Screenshots of Face Check failed, 504 networking_error, and the failed portal status
   Do not post validation IDs or diagnostic details publicly. Azure Support and Microsoft Q&A are the documented assistance channels for Artifact Signing identity validation.^4^
3. If support advises retrying, change the technical conditions
   • Force-close every Authenticator instance, then reopen it.
   • Update Authenticator to the latest Android or iOS version.
   • Clear the browser cache or use another browser.
   • Disable VPN or proxy services.
   • Use a stable connection; switching between Wi-Fi and mobile data is a useful way to avoid repeating the same network path.
   • If available, use another supported phone.
   These are Microsoft’s documented mitigations for technical errors during Authenticator and Verified ID validation.^4^
4. Apply the Face Check guidance on any retry
   • Use even, moderate lighting.
   • Avoid direct sunlight, backlighting, and deep shadows.
   • Clean and uncover the camera lens.
   • Keep your face centered, fully visible, and facing the camera.
   • Remove sunglasses or anything obscuring your face.^4^

Japan is supported for organizational Public Trust onboarding, so the country itself is not an unsupported configuration.^5^

The FAQ’s limit involving three attempts applies specifically when extra documents were required; it should not be assumed to apply to these Face Check and 504 failures.^4^

References

1. Azure Artifact Signing: Verified ID presentation fails with HTTP 504/ ...
2. Artifact Signing ID validation fails repeatedly 9afac007-6e27-4e93-84b1-34ac87fcdc90 - Microsoft Q&A
3. Send Microsoft Authenticator logs and get an incident ID
4. Artifact Signing FAQ
5. Quickstart: Set up Artifact Signing