How to troubleshoot a two-factor authentication error code

If Auvik reports that your two-factor authentication (2FA) code is invalid, there are several common causes that you can verify.

In most cases, incorrect 2FA codes are caused by:

• Incorrect date and time settings on the authentication device
• Time synchronization issues
• Incorrect authenticator app configuration
• Multiple or outdated authenticator entries

This article explains how to verify your configuration and troubleshoot common issues.

Why Time Synchronization Matters

Auvik uses time-based one-time passwords (TOTP) for two-factor authentication.

TOTP codes are generated based on:

• A shared secret key
• The current time

If the clock on your phone or authentication device is out of sync, the generated code may not match the code expected by Auvik.

Verify Date and Time Settings

First, ensure that the device running your authenticator app is configured to automatically synchronize its date and time.

Android

1. Open Settings.
2. Navigate to General Management (or System, depending on the device).
3. Select Date and Time.
4. Enable:
   • Automatic Date and Time
   • Automatic Time Zone (if available)

iPhone / iPad

1. Open Settings.
2. Select General.
3. Select Date & Time.
4. Enable Set Automatically.

After updating the settings, wait a few minutes and attempt to sign in again.

If the issue persists, continue with the next section.

Verify the Authenticator Code

If your 2FA configuration has been reset and you are re-enrolling your authenticator app:

1. Enter your username and password.
2. Proceed to the 2FA setup page.

3. Click Can't scan the QR code?
4. Copy the displayed security key.

Validate the Secret Key

To confirm your authenticator app is generating the correct codes:

1. Open a TOTP validation tool.
2. Paste the copied secret key.
3. Verify the following settings:

The generated code and countdown timer should match the values shown in your authenticator application.

If the codes do not match:

• Remove and re-add the account in your authenticator app.
• Verify the secret key was entered correctly.
• Confirm the application is using a 30-second token interval.

Additional Troubleshooting

Synchronize Your Authenticator App

Some authenticator applications include a built-in time correction feature.

For example, Google Authenticator may provide an option to:

Settings > Time Correction for Codes > Sync Now

If available, perform a time synchronization and try signing in again.

Check for Duplicate Entries

If the same Auvik account appears multiple times in your authenticator app:

• Remove outdated entries.
• Ensure you are using the most recently configured entry.

Using an older secret key will generate invalid codes.

Verify You Are Using the Correct Account

If you manage multiple Auvik environments or use multiple authenticator accounts:

• Verify you are entering the code associated with the correct Auvik account.
• Confirm the account name displayed in the authenticator app matches the account being accessed.

Wait for a New Code

Because TOTP codes rotate every 30 seconds:

• Wait for a fresh code to generate.
• Enter the new code immediately after it appears.

Entering a code just before it expires may cause validation failures.

If the Problem Persists

If all codes continue to fail:

1. Contact your Auvik administrator or Auvik Support.
2. Request a 2FA reset.
3. Reconfigure your authenticator application using the newly generated QR code or secret key.

After the reset, verify the code generated by the authenticator app matches the expected TOTP configuration before attempting to sign in again.

Supported Authenticator Applications

Auvik's TOTP-based 2FA works with most standard authenticator applications, including:

• Google Authenticator
• Microsoft Authenticator
• Authy
• 1Password
• Bitwarden Authenticator
• Other RFC 6238-compliant TOTP applications

These applications should be configured to generate 6-digit codes using a 30-second token period.