Okta Verify for Windows will not launch, and the following error appears in the Okta Verify (OV) event Viewer application Logs.
SupportLib.LoadAppSecret: Failed to load secret.: Element not found. [0x80070490]
- Okta Verify for Windows (WOV)
- Multi-Factor Authentication (MFA)
The application secret stored in the Windows Credential Manager is missing or was deleted.
Potential causes for secret loss include (but are not limited to):
-
Operating System Password Reset..
-
Manual Deletion (by administrators or third-party applications)
These security-critical events can result in the permanent loss of secret credentials, requiring immediate attention and remediation.
Okta Verify needs this secret to decrypt the application database before launching. If the OKTA_VERIFY_STORE_* key credential is missing, users must generate a new one. The only way to do so is to delete the application database and relaunch the app.
Steps for Remediation
- Terminate the Okta Verify background process.
- Remove the Okta Verify database.
- Re-start Okta Verify.
Detailed Scripts can be found in the Some Users Cannot Open Windows Okta Verify after Installing Okta Verify for Windows Version 5.0.1.0 or Later article.
NOTE: To determine the root cause of the issue, Okta recommends thorough testing of Windows updates, applications, and credential management software. Consider enabling audit logging on the Windows Credential Manager to determine which applications are making changes.
