LuisR.57672 (Customer) asked a question.
Yesterday we reset an user multifactor in order to setup a new cell phone. The user downloaded the Okta Verify app and did the QR scan without no issues, and even the app generates new codes for him. But, when trying to use them on Okta they are rejected. On Okta side, there is one message on the logs (Evaluation of sign-on policy challenge) with no visible error message, but there is no "Active factor for user success" message on the logs, so the user cannot continue using Okta. Can you help us with some ideas what to check on our side?
We tried again doing the MFA reset from the directory - people menu but the same. If we try to reset directly on the user, we get the message "No factors are currently set up for this user".
The Okta Verify app on the user side shows, on ways to sign in, that the authentication code is valid (has a green check mark).
Hello Luis,
You can try with another factor, just to make sure that there is nothing with the account.
Uninstall and reinstall Okta verify on the phone.
Check the versions of Okta Verify and operating system.
Check with another phone.
You can try with another account on the users phone, this way you can exclude where the issue lays.
Thanks, will take a look at that!