Troubleshooting authenticators

A user must have at least one of the following attributes to use OTP:

·      Email

·      Mobile

·      Phone

1.      Consult the Entrust Identity technical documentation to locate the QR code icon in your app.

2.      If you are still not able to locate the icon, contact your administrator for assistance or reactivate the QR code in the User Portal.

1        Press OK.

2        Click Reactivate on the Identity as a Service page to send another Activate your Entrust Soft Token email, which contains a new QR code and passcode.

3        Repeat the procedure,  Activate an Entrust ST using a QR code.

4        If your problem persists, contact your administrator for assistance.

1.      Press OK.

2.      Enter a different, unique name into the Name field within the Activation Details section of the Activation Summary on your mobile application.

3.      Confirm that the new name you have entered is not shared by another authenticator registered on this specific Entrust ST application by cross-referencing the name you have entered with the list of existing configured authenticators on the application.

4.      Press Activate.

5.      If your problem persists, and it is not due to an activation link expiry, contact your administrator.

1.      Press OK.

2.      Review and compare each character entered in the Key Activation Code that you entered into the Google Authenticator window.

3.      If inconsistencies are identified, replace them with the correct number(s) or character(s).

4.      If the problem persists, contact your administrator.

1.      Confirm that the code you are attempting to enter is being generated by the exact authenticator you want to reset.

2.      Confirm that every character of the token response you are entering is correct.

3.      If both confirmations prove to be true, contact your administrator for assistance.

1.      Confirm that the user's email is correct.

2.      Click Reactivate to send another email and generate a new QR code..

3.      If the user still does not receive an activation email or new QR code, contact your administrator.

1.      Confirm that the activation type you are trying to use is supported by your mobile soft token. An Entrust Soft Token (ST) may not support all of the activation types on Blackberry, Windows Phone 8 or Java 2 Platform, Micro Edition mobile devices.

2.      Your activation period may have expired. If that is the case, consult the troubleshooting solution steps associated with "The following error message was received on the Entrust ST application, "The soft token could not be activated because the activation code has expired. Return to your identity provider and attempt the action again."

1.      Ask your administrator to confirm that both the user and the authenticator being used are both active. If either are not, ask your administrator to resolve the issue.

2.      If there are no authenticators assigned to the user's profile, assign and activate an authenticator.

3.      Confirm with your administrator that the resource rule controlling access to the application is configured to allow the user to authenticate. If required, reconfigure the resource rule.

4.      Confirm that the clock on your mobile device is synced with the clock of the mobile device carrier (including for daylight savings). This may be causing a clock drift that is preventing you from authenticating correctly. If the two clocks are in sync and the problem persists, the user can always replace that authenticator with a new one.

1.      Confirm the hard token's serial number and response.

2.      Reenter the token serial number and response into their respective fields.

3.      If the problem persists, contact your administrator.