74033 (74033) asked a question.
We are using the Okta Radius Agent to integrate VMWare. We configured the application to automatically send a push. We have a lot users who report not receiving an Okta Push when attempting to authenticate and when I look at the logs on the Radius server, I see "Access-Request failed, error: Request failed at step=DURING_MFA_POLL_LOOP" which I understand means the push timed out before the user responded.
My understanding was that by adding "ragent.mfa.timeout.seconds" to the configuration file and setting it to a value would increase the amount of time users had to respond. I did that, setting the value to 90, 120, and finally 150. I stopped and restarted the Okta Radius Agent service on the Radius server each time. However, the timeouts are still occurring at the same rate. More over when I look at the Okta Admin logs and compare them to the Radius server logs, there does not seem to be a change in the amount of time before a push is timed-out. Before I made any change it was about 30 seconds from when the Push was sent before it timed-out. After I added the entry in the config file, it was about 30 seconds. And most recently it is about 30 seconds.
So my question is what does this value do? And how can I increase the amount of time before the time out? We are using Radius Agent version 2.15. Thank you!
Hello Nathaniel,
Radu from Okta here. It's possible you might have modified the wrong file. The error is associated with Okta verify push, the RADIUS agent is waiting on Okta to validate the push request. If the request is not validated quickly enough (by user accepting it on the phone), the RADIUS agent will time out.
As a solution, try to increase the RADIUS agent timeout by increasing the ragent.total.request.timeout.millisecond parameter value in C:\Program Files (x86)\Okta\Okta RADIUS Agent\current\user\config\radius\config.properties.
DO NOT increase the RADIUS agent timeout above the RADIUS appliance timeout value. Usually the RADIUS appliance will retry after the timeout expiry and therefore flood the RADIUS agent which is legitimately waiting for the push validation.
If you still have issues, please open up a support ticket with us so we can troubleshoot further.
Have a great one!