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How to troubleshoot a two-factor authentication error code

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If you’re receiving an incorrect error code when trying to log in using Auvik's two-factor authentication (2FA), there are a few things we can check.

Checking the time settings on the device

First, you’ll want to make sure that the time on the phone your authentication app is installed on matches the time of the machine you’re using to log into Auvik.

For an Android phone:

  1. Go to the Settings app.
  2. Select General Management.
  3. Select Date and Time.
  4. Enable Automatic date and time.

For an iOS phone:

  1. Go to the Settings app.
  2. Select General.
  3. Select Date & Time.
  4. Enable Set Automatically.

If you’re still having trouble, proceed to the section below.

How to check the code and token timer

Once your 2FA has been reset, enter your username and password so you can get to the screen with the QR code, as shown below.

Screen_Shot_2020-10-06_at_1.25.17_PM.png

Then, follow these steps:

  1. Click Can't scan the QR code? 
  2. Once you’ve clicked the link, you should see a security key. Copy that key.
  3. Open https://totp.danhersam.com/
  4. Enter the key you copied in under Your Secret Key The Number of Digits should be set to 6 and and the Token Period should be set to 30 seconds.
  5. The code and token timer should match what your authenticator app is showing. If they don't, please double-check the settings on your app.Screen_Shot_2020-10-06_at_1.28.34_PM.png

 

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