Okta Verify on Windows Desktop Shows "Verifying your identity" and Freezes

When using FastPass and Okta Verify on Windows Desktop, a user encounters the message:

Verifying your identity

The application then freezes after selecting Yes.

• Okta Identity Engine (OIE)
• Multi-Factor Authentication (MFA)
• Adaptive MFA / MFA
• Okta Verify / Fastpass
• Windows

Follow these steps to troubleshoot the issue:

1. Verify the user is running the latest Okta Verify version.

2. Clear the browser cache and reboot the computer.

3. Uninstall and reinstall Okta Verify.

   • For macOS: During uninstallation, delete the container at ~/Library/Group Containers/B7F62B65BN before reinstalling.

   • For Windows: Delete the Okta Verify folder before reinstalling.

4. Determine if the issue affects a single user or multiple users.

5. Test the workflow in a different browser and in an Incognito or Private browsing mode.

6. Confirm that the user's system date and time are set to update automatically.

7. If the application was upgraded from version 5.01 or 5.02, refer to the article: Some Users Cannot Open Windows Okta Verify after Installing Okta Verify for Windows Version 5.0.1.0 or Later.

8. If the issue persists, collect Okta Verify logs and submit a ticket to Okta Support. Provide the following information:

   • Email used to submit the Okta Verify logs

   • Specific timestamps, including time zones

   • Name of the affected user(s)