HarryA.03061 (Customer) asked a question.
Hi all,
Within the approximately 150-user estate which the helpdesk within which I work supports, one individual user experiences a lock of their Okta MFA account at least approximately 3 or 4 times a week.
At the occurence of each lock, via our Okta MFA user administrator console, we select [Unlock account] to restore the user to their condition.
However, we are seeking the permanent solution to the user's repeated Okta MFA account lock since, understandably, prevention is better than cure.
From our helpdesk's side, we have undertaken initial troubleshooting steps such as Okta credential re-sets, re-enrollment of authenticators (e.g. Okta Verify app, email verification, etc.).
Despite this, the situation continuies.
Since it is only a single user in our estate who experiences this problem, we do not have much specific support precedent to go by.
Please can anyone kindly provide any insights or system settings that we could investigate, more deeply, for this situation of repeated Okta MFA account lock for the singular user?
We appreciate that questioning of physical input of incorrect credential is a legitimate reply, but we hold high confidence in the user knowing their Okta MFA account password (since we supported the user to select it).
Thank you in advance.
Hello @HarryA.03061 (Customer) , thank you for contacting Okta Community.
It is difficult to point to a definitive answer. Causes can range from something minor (like human error when typing the password or pressing another key at the same time as the Enter key to submit their password) to a potential security issue (such as a third-party attempting to gain access to the user's account). Depending on your organization's configuration, it could also be related to a VPN clashing with a network zone (read more: Network zones), or a device assurance issue (read more: Device assurance; we also have an upcoming AMA event).
The best place to start investigating would be in the user's logs. Here are a few articles that go into detail on using system logs:
Getting Started with Okta System Logs
User Sign-in and Recovery Events in the Okta System Log
Generate a User Login/Logout Report via System Log
If you still need assistance after checking the logs, I recommend that you open a Support ticket (Customer Support Account ID number required) so one of our engineers can analyze it and provide in-depth troubleshooting. You could also provide more details in a ticket that shouldn’t be given here, as this is a public space.
Please note that opening a support ticket is a feature available only to paid accounts. If you do not have a paid account, but are interested in upgrading, you can contact our Sales team.
Regards.
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