ynca4 (ynca4) asked a question.
Doesn't match the records
Hi! I have a client whose okta account is vewu@merkleinc.com and every time when she tries to log in, I need to Reset Multifactor since the code can never match the records. I have tried to Reset Multifacto, Clear user sessions and Reset Behavior Profile but nothing really works.
I also tried to use my phone for her account, and so far all the codes can match with the records. Could it be a issue with the phone? Mine is Android and her phone is ios.
Hello @ynca4 (ynca4),
Thanks for posting.
Okta Verify w/ push is dependent on reliable end-point to end-point network for delivery:
1- Confirm Push was triggered via Okta Syslog.
2- Confirm the Device's network connection/ cell signal strength, via text message or bandwidth test from a mobile device (if possible).
3- Confirm Device Date / Time Settings are set to Network ( or Automatic). This is a very common issue for roaming users.
4- Reboot the device in question.
5- Try re-enrollment or re-install of Okta Verify app.
6- Check for a potential Jailbroken device, or a device with a custom security layer, an MDM solution, or other endpoint security that could be interfering with delivery or notifications.
**as a workaround, use the Okta Verify Code or SMS instead of Push. If the MFA attempt still fails and the code is correct, check 2 and 3.
You can find additional information here:
https://support.okta.com/help/s/article/Okta-Verify-SMS-Troubleshooting-Guide?language=en_US
If after following all these steps is still not working, I suggest trying with another iPhone for testing.
Regards,
Natalia
Okta Inc.