issues getting an authenticator app to work for laptop login

CSharpe001

I had a end user message me about the below...

issues getting an authenticator app to work for laptop login to SAP Concur. Email sign in works but I have to reset the 2 factor authentication every time I want to log in using my computer. Ken and I worked on this for awhile yesterday. When he scanned my QR code and plugged in the access code, he was able to login. Thinks it may have something to do with time sync between my laptop and DUO. We were not able to find a setting that allowed us to sync time. Thoughts? Has anyone else had the same issue?

Does anyone have an idea on how I can direct him to solve this issue. We are 3 months into using concur and this is the first issue I can not help solve. Any help is appreciated.

PoojaKumatkar

Hi @CSharpe001 ,

Please try below steps and see if issue gets resolved.

Enable Automatic Time Sync
To fix time drift, your phone must be set to automatically sync time with the network.

On Android:
Go to Settings → System → Date & Time
Enable “Set time automatically” and “Use network-provided time zone”

On iPhone:
Go to Settings → General → Date & Time
Enable “Set Automatically”
After enabling, restart the device and try logging in again using a fresh MFA code.

If still doesn't work then follow steps given in below URL.

https://tech-now.io/en/it-support-issues/account-authentication/how-to-sync-an-mfa-device-not-syncin...

If this answers your query, then please mark solution as accepted.

Thanks!
Regards,
Pooja

View solution in original post

staffnow

This usually points to a time sync issue. Have the user ensure both their laptop and phone are set to automatic date/time and synced correctly. Also, try re-enrolling the authenticator app (remove and re-scan the QR code).

PoojaKumatkar