2FA User Setup Issue

  • Resolved cliff_77

    (@cliff_77)


    1 year, 10 months ago

    I’ve enabled 2FA on a client website and multiple people (including myself) have been able to enable 2FA on our account (I created a new user yesterday just to verify). I have a user who just cannot get it to accept the code from her Authenticator app, she just gets the “The code provided does not match the expected value. Please verify that the time on your authenticator device is correct and that this server’s time is correct.” error message. This is what we’ve tried so far:

    • Using a different authenticator app (we’ve tried both Google Authenticator and Microsoft Authenticator). She uses the MS for multiple other sites, so she’s familiar with how it should work.
    • Multiple different browsers
    • Multiple different locations (both in and out of the office)
    • Had her verify that the time was correct under WordFence -> Tools -> Time

    What should my next troubleshooting steps be?

Viewing 4 replies - 1 through 4 (of 4 total)
  • Plugin Support wfjanet

    (@wfjanet)

    Hi @cliff_77,

    Thank you for reaching out and for sharing all the troubleshooting steps you’ve tried so far.

    Since this is only happening for one use, you will need to check their phone or tablet.

    1) In the date and time settings on the phone or tablet make sure they are synchronized correctly to the correct date and time in your time zone.

    2) Install any pending phone or tablet operating system updates.
    ?
    3) Make sure the authentication application is using the latest version.
    ?
    4) Remove the entry for Wordfence in the authentication application.
    ?
    5) Turn your phone or tablet fully off and on again.
    ?
    6) Reload the Login Security >> Two-Factor Authentication page again to create a new QR code.
    ?
    7) Try to set it up again.

    If that still fails then you will likely have to delete the authentication application and start again. If you have many entries in your authentication application that can’t be backed up then you could try a separate, different application just for Wordfence.

    Let me know how it goes.

    Thanks,

    Janet

    Thread Starter cliff_77

    (@cliff_77)

    Thanks for your quick reply! I need to confirm, but I believe it’s actually happening to more than one user, but definitely not everyone. I’ll work on confirming.

    Thanks for the list of troubleshooting tips, we’ve already covered all of the basics, including all of the items above. What you would suggest as our next steps? Thanks!

    Plugin Support wfjanet

    (@wfjanet)

    Hi @cliff_77,

    Sorry for the delayed response.

    Please get back to me once you confirm.

    If it’s still failing after all the troubleshooting steps above, you could try a different application apart from Google Authenticator and Microsoft Authenticator.

    You can find a list here:
    https://www.wordfence.com/help/tools/two-factor-authentication/

    Thanks,
    Janet

    Hey @cliff_77,

    Hopefully, you’ve resolved your issue.

    If not, please try the solution provided in?this topic.

    Hope this helps.

    Cheers!

Viewing 4 replies - 1 through 4 (of 4 total)
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