YvesS.11677 (Customer) asked a question.
Hi community.
I have an end user here unable to finish his onboarding with okta verify on this iphone. When his ready to scan the QR code, the app has full access at the camera, the QR is correctly located but a red banner show up say : Unable to scan the QR Code. ( Impossible de scanner le code QR )
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We use cookies to provide the best website experience and to help understand marketing efforts. We may also share data with ad partners to reach potential customers across the web. To learn more, visit our Privacy Policy. Click here for Your Privacy Choices. You may also opt out of this sharing by signaling your preference via GPC, applicable only to the browser signaling the opt-out.
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These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site will not then work. These cookies do not store any personally identifiable information.
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Hello @YvesS.11677 (Customer) Thank you for posting on our Community page!
Can you have your user check these steps:
Check your device to confirm that these conditions are met:
A) The latest version of Okta Verify is installed on your device.
B) Your network connection is stable.
C) Okta Verify app time is synchronized with the device time.
1. Open the Okta Verify app
2. Go to Settings
3. Click "Sync Okta Verify Time"
D) Okta Verify notifications are turned on.
E) Ensure that battery optimization settings don't restrict Okta Verify from functioning.
For more troubleshooting tips, see the documentation at https://help.okta.com/okta_help.htm?type=eu&id=csh-ov-user-trbl
Thank you for reaching out to our Community and have a great day!
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Hi Paul, thanks for the guidance, unfortunately, none of those options are solving this issue. The phone is brand new, the okta verify is the latest version, End user is still not able to scan the QR, app popping up an error has been shown in the screen capture below. I was expecting the function of IOS cloud private relay, but this option is not active on her device.
Hi @YvesS.11677 (Customer) I would recommend to open a case with Support for additional troubleshooting on this matter.
I had the same problem. Found I had to delete 2FA on my previous device before adding my new iPhone. This was on Gitlab: "Two-Factor Authentication
Register a one-time password authenticator
Use a one-time password authenticator on your mobile device or computer to enable two-factor authentication (2FA). You've already enabled two-factor authentication using a one-time password authenticator. In order to register a different device, you must first delete this authenticator."
answer IS: iCloud Private Relay, need to be desactived on the workstation first. Thanks for having me at this TED.