Anomalies with Conditional Access Policy "Terms of Use" Failures

Hello Microsoft Community,

I'm reaching out with a bit of a puzzle regarding our "Terms of Use" Conditional Access policy, and I'm eager to tap into the collective wisdom here for some insights.

In our Entra ID User Sign-In logs, we've identified intermittent "failure" entries associated with the "Terms of Use" Conditional Access policy. Interestingly, even for users who had previously accepted the "Terms of Use". There appears to be no discernible impact, and they continue their tasks without interruption. This observation became apparent during the troubleshooting of unrelated Surface Hub and Edge Sync issues at some client sites.

What adds to the complexity of the situation is that for the same users, both before and after these "failure" entries, the Conditional Access policy is marked as "success". Hence, it doesn't seem to be a straightforward case of the policy erroneously detecting non-acceptance of the "Terms of Use". The mystery lies in understanding why these intermittent "failure" entries occur for users who have already accepted the terms, especially when the policy consistently reports "success" for the same users.

Furthermore, the Insights for the "Terms of Use" Conditional Access policy show around 1.48k successes and 1.43k failures in the last 90 days, yet there's no discernible impact on user functionality.

Observations:

• "Failure" entries in Sign-In logs don't seem to disrupt users' day-to-day activities.

• The ratio of successes to failures is balanced, yet users experience no noticeable problems.

• The issue complicates troubleshooting efforts but doesn't significantly affect the user experience.

I'm turning to the community for guidance on interpreting and resolving this discrepancy between "failure" entries in the Conditional Access policy logs and the seemingly unaffected user experience. Any insights into why these failures occur without user impact would be greatly appreciated.

For additional context, I've attached screenshots of a user's Sign-In log entry and the insight chart from the Conditional Access policy.

Sign-In log of a user (failure):

Sign-In log of same user (success):

Current Conditional Access insights:

Thank you in advance for your time and assistance. I look forward to any guidance or solutions you can provide.

Best regards,

Leon Tüpker