This article offers a solution for the situations in which:

• An end user cannot enroll in Okta FastPass (Okta Verify app on Desktop) even after uninstalling/reinstalling the Okta Verify App.
• End users are experiencing a FastPass looping issue.
• An end user sees the error Something went wrong... repeatedly with FastPass (Okta Verify app on Desktop).
• Enrollment of Okta Verify for Windows is successful, but they are unable to authenticate due to the error:

 Authentication of user via MFA results in FAILURE with Reason: INVALID CREDENTIALS.

• Users are unable to authenticate using Okta Verify Windows after successful enrollment.
• User unable to use Okta FastPass.

To troubleshoot those issues: 

1. Check if the Okta System Log shows: 

Reason:INVALID_CREDENTIALS
Result:FAILURE
Factor:SIGNED_NONCE

2. Collect Okta Verify Logs from Desktop (macOS / Windows) and check if Okta Verify Logs contain these errors:

[OktaWebRequest.SendMessageAsync]: Call to https://[domain].okta.com/api/v1/authenticators?key=okta_verify&expand=methods failed with Unauthorized. Request ID: <requestid>

or

 {🛑 "OIDC Auth": {"message": "Oidc auth error occurred, Error: api(message: "Authorization Error: ID Token expired", underlyingError: Optional(Error Domain=org.openid.appauth.general Code=-15 "ID Token expired" UserInfo={NSLocalizedDescription=ID Token expired})) Description: Authorization Error: ID Token expired"

• Multi-Factor Authentication (MFA)
• Okta Identity Engine (OIE)
• Okta Verify/FastPass

• The time in BIOS is not set to automatic sync.
• Clock Skew Interval.

Please ensure the end user's device has the clock set to automatic sync. Changing the time in the BIOS to the correct time should work.

For Windows users:

1. Open the Start menu and click Settings.
2. Click Time & Language on the Settings dialog box.
3. Scroll down to the Related Settings section and click Additional date, time & regional settings.
4. The Clock and Region screen in the Control Panel displays.
5. Click Date and Time.
6. Click the Internet Time tab on the Date and Time dialog box.
7. Click Change settings.
8. On the Internet Time Settings dialog box, check the Synchronize with an Internet Time server box.
9. Select a Server from the drop-down list.
10. If the server is not listed, type the name of an Internet time server. The time servers can be found on Microsoft’s site.
11. Click Update now.

For macOS Users:

1. On the Mac, choose Apple menu > System Settings, click on  General in the sidebar, then click Date & Time on the right (scroll down if needed).
2. Turn on Set time and date automatically, click Set, then enter a network time server for the region.
3. Turn on Set time zone automatically using current location.