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0D54z0000A7tM2GCQUOkta Classic EngineAuthenticationAnswered2024-05-31T16:43:05.000Z2024-05-07T11:49:06.000Z2024-05-31T16:43:05.000Z

BrynP.52447 (Customer) asked a question.

May 7, 2024 at 11:49 AM
user unable to sign in on mobile device

We have a user who is unable to sign in via a mobile device. When we ask them to sign in via a computer on the company okta portal the suer name and password works. However when signing into Okta via redirect to the sign portal from the mobile device (iOS version 17.4.1) neither sign in portal or signing in via the website works. We know the user name and password are correct because the user can sign in on a computer, and the mobile device keyboard isn't set to a peculiar setup and the username/password validates successfully on the RADIUS wifi we use.

  • 2 answers
  • 1.45K views

  • User16594883467582706479 (Customer Support Online Experience)

    Hi, @BrynP.52447 (Customer)​ 

     

    Thank you for posting on our Community page!

     

    I recommend you un-enroll and re-enroll the device from the end-user dashboard Okta verify settings or even the admin dashboard. Or you can open a case with Support so they can check the logs in depth.

     

    Thank you for reaching out to our Community and have a great day!

     

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  • MichaelY.26713 (Customer)

    I'm assuming other users are able to sign in from their phones? If they are the authentication policy should be fine. What are they trying to sign into? Some platforms require that mobile devices be secured (e.g. PIN, passcode, biometrics, encrypted)

  • User16594883467582706479 (Customer Support Online Experience)

    Hi, @BrynP.52447 (Customer)​ 

     

    Thank you for posting on our Community page!

     

    I recommend you un-enroll and re-enroll the device from the end-user dashboard Okta verify settings or even the admin dashboard. Or you can open a case with Support so they can check the logs in depth.

     

    Thank you for reaching out to our Community and have a great day!

     

    --

    Help others in the community by liking or hitting Select as Best if this response helped you.

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    Selected as Best
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user unable to sign in on mobile device