This article is for:
- Org Security Admins
While using two-factor authentication to sign in, users could encounter the following login issues:
Org Security Admins will direct users to follow the instructions below to resolve these login issues.
If a user should forget their PIN, they will select the Trouble Signing In link on the Wdesk login page. An email will be sent with a link and instructions that will allow them to configure a new PIN. These will be the same steps that were taken in the initial configuration, as appropriate for their device.
Direct users to follow the steps below to change their PIN:
- Go to the Wdesk login page
- Select your name, and then click Classic Profile under Classic Wdesk
- On the following screen, click Change PIN
- Enter in your Old PIN, New PIN, Confirm new PIN, and current one-time password from your device
- Select Save changes
If a user loses or breaks their mobile device or clears browser cookies while using the Google Authenticator web app, they will need to re-configure their two-factor authentication.
As an Organization Security Admin, you can resend the initial email to them, so they can re-configure two-factor on their device or web app, by completing the following steps:
- Select your name in the bottom left corner of the Home screen
- Choose Classic Account Admin under Classic Wdesk
- Select People at the top of the Classic Admin page
- Click the More drop-down next to the the user(s) you want to receive a new email
- Click Resend two-factor e-mail
If a user is encountering issues accessing their account using two-factor authentication, an Organization Admin can review the activity logs to locate the root cause. The admin can access the Activities page and find the failed sign in attempts by completing the following steps:
- Navigate to the bottom left corner of the Home screen, select your name, and click Organization Admin
- Select the Activities tab
- Click on Details next to the event to view additional information, such as “Invalid password - please enter your PIN followed by the one-time password digits from your device”.
Note: This could be from the user entering an incorrect PIN and/or one-time password from a device, or their device date/time may not match their computer date/time, causing the one-time password to expire.