Synchronize a soft token authenticator

If a user tries to use their soft token to authenticate and it does not work, it is possible there is a difference between the time settings on the user's mobile device and those on your Identity as a Service account. Use the Synchronize function to resolve this issue. Before you begin, ask the user to ensure that the clock of their mobile device and cell carrier are synchronized.

Synchronize, disable, or enable a soft token authenticator

1.      Click > Members > Users. The Users List page appears.

2.      Click the User ID of the user. The User Details page appears.

3.      Click the Authenticators tab. The Authenticators page appears.

4.      Click  to the right of the soft token authenticator that you want to reset. A drop-down list appears.

5.      Click Synchronize. The Synchronize Token dialog box appears. To Synchronize the mobile soft token, do the following:

If you have the mobile device available:

a.      Open the soft token app (either Entrust Soft Token or Google token authenticator).

b.      Enter the response token shown on the soft token authenticator.

c.      Click Synchronize.

If you do not have the mobile device that you want to synchronize, do the following:

a.      Leave the token response field blank and click Synchronize.

Note: If the user is still unable to authenticate using the token response after synchronizing the clocks, a clock drift was not the source of the problem. You need to delete and reconfigure the authenticator on the mobile device and in Identity as a Service.