Article Content
| Overview |
| Configuring MFA for New User or New Devices |
| Re-adding an Account in Your Authentication App |
| Ensure that Device Time is Synched |
| Using a Backup Method |
| Request MFA Reset from Your IT Department |
Overview
Your users may encounter several issues or errors when attempting to log into Resolver using MFA (Multifactor Authentication). Below is a list of the most common login issues and errors with solutions.
Please contact your IdP (identity Provider) for further assistance if the following troubleshooting tips do not solve your problem.
Configuring MFA for New Users or New Devices
Microsoft Authenticator:
- Please refer to the following website for information on configuring MFA for new user or new devices.
Google Authenticator:
- Please refer to the following website for information on configuring MFA for new user or new devices.
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Note: The error message, Authentication Information is Incorrect, may appear if the 6-digt authentication code is entered before account setup is complete or if no authentication app is configured. |
Re-adding an Account in your Authentication App
Microsoft Authenticator:
- Please refer to the following website for information on removing an account from the Microsoft Authenticator app.
Google Authenticator:
- Please refer to the following website for information on removing an account from the Google Authenticator app.
Ensure that Device Time is Synched
Within your mobile device settings, ensure that the date and time settings are set to automatic. Incorrect time settings can cause authentication code errors.
Check for Duplicate/Multiple Account Entries
When selecting an account authentication code to use for logging in, make sure you are selecting the correct account (e.g., Resolver).
Using a Backup Method
If applicable, and your organization has enabled alternate methods of authentication you can also use SMS, email, or backup codes instead of MFA authentication codes.
Request MFA Reset from Your IT Department
If you are still encountering issues after you have attempted the suggestions above, it is recommended that you contact your IT team for assistance, as your MFA registration may need to be reset.