Troubleshooting Two-factor authentication and Google authenticator App issues

Use the instructions below if someone is unable to use two-factor authentication in Arbor - either they haven't received a QR code or the code generated by their Google authenticator is not recognised.

First, check that the setup for two-factor authentication from School > Users & Security > Users > Two-Factor Authentication Setup. Make sure the Authentication app is selected in the drop-down menu.

mceclip0.png

 

If this is set up is correctly, ask them to try removing the account on their Authenticator app. 

To do this, click the 3 dots in the top right of your phone (for iPhone).

Screenshot_2021-04-08_at_15.33.31.png

 

Click the pencil icon, then click the bin icon.

Screenshot_2021-04-08_at_15.34.13.png

mceclip4.png

 

Confirm to remove the account. 

Screenshot_2021-04-08_at_15.35.25.png

 

Next, you'll need to revoke access from the staff member's profile. Click into the User Details section and click the orange button.

This should then allow you to re-sync the Google Authenticator app again with the 2 Factor Authentication by following the instructions in our guide: Setting up and using Two-factor authentication

revoke_setup.png

Was this article helpful?
0 out of 0 found this helpful
I'm still stuck!

Comments

0 comments

Please sign in to leave a comment.