Troubleshooting Two-factor authentication and Google authenticator App issues

Here you can find some troubleshooting tips if you're unable to log in after Two-factor authentication has been enabled.

Permissions

You'll need either the Staff: User Details: Administer or School: General Admin: Administer permissions to be able to revoke the setup. If you don't have this permission, ask your admin team to assign it to you.

 

Code is not generating or not working

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.

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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).

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Click the pencil icon, then click the bin icon.

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Confirm to remove the account. 

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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

 

Unable to use the phone to authenticate

New mobile phone

If you cannot use your old mobile phone (and nobody else is now using this phone), you need to install your authentication app on your new device.

Either choose the manual option and use your unique code you should have made a note of, or request to revoke your access by clicking the orange button.

This will send an email request to your school’s admin to revoke your original setup.
Once your old access has been revoked, you will need to set up the authenticator app on your new device to be able to log in.

i_dont_have_authentication.png

 

This will send an email request to your school’s admin to revoke your original setup. Once your old access has been revoked, you will need to set up the authenticator app on your new device to be able to log in.

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Phone has been lost or stolen

If your phone has been lost or stolen, you will need to contact your school admin. They will need to revoke the authenticator app setup for your phone as soon as possible to prevent anyone else trying to log into your school’s MIS.

If you’re a school admin, go to the staff member’s Staff Profile and click their username.

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In the slide over click the orange button.

After revoking the setup, the staff member will be asked to set up their authenticator app again on whatever device they choose to use.

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Page keeps saying ‘Logging in…’

In rare cases when logging in you might be redirected to the following page where you can’t complete any other actions.

Try refreshing the page by clicking on the Refresh button at the top of the page.

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Redirection to a page without instructions

In rare cases when logging in you may be redirected to the Account Setup page without any instructions.

This can happen when you’ve already linked your authenticator app with your school MIS. You just need to type in your Arbor password as well as the verification code generated in the authenticator app.

If you haven't already set up the authenticator app, you’ll need to get your school admin to revoke your setup.

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