Okta Verify on Windows Desktop Freezes on the Identity Verification Prompt

Okta Verify freezes on Windows desktop devices due to outdated software, corrupted application files, or incorrect system time settings. Resolving this involves updating the application, clearing the browser cache, reinstalling Okta Verify, and verifying system time settings. When using Okta FastPass and Okta Verify on a Windows desktop, the 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

This issue occurs due to an outdated Okta Verify version, corrupted application files, or incorrect system time settings.

How is the Okta Verify freezing issue resolved?

Update the application, clear the browser cache, reinstall Okta Verify, and verify system time settings to resolve the freezing issue.

1. Verify the device runs 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 system date and time are set to update automatically.
7. If the application was upgraded from version 5.01 or 5.02, refer to 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 providing the email address used to submit the logs, specific timestamps including time zones, and the name of the affected user or users.