MFA: Troubleshooting SMS Authentication Issues*

MFA: Troubleshooting SMS Authentication Issues*

Some customers using SMS for MFA have reported that when they enter their code, the page refreshes and they get another code. This cycle continues to happen so they aren’t able to get into their inbox. We have a few fixes they should try:


-        Try a different web browser

-        Ensure their web browser is up to date 

                  Chrome: Open the browser and select the Chrome menu, (three vertical dots in the top-right corner). If the browser is                                      not up to date you will see an “arrow” where the “dots” should be.

                  SafariOpen the App Store. Click the Apple menu icon in the top left-hand corner of your screen. .
                              Go to the Updates tab->Find and activate the Safari update. App Store will now update Safari on macOS. 

                  Internet Explorer: Click on the Windows icon in the bottom left hand corner by the Search field then select Settings->                                                           Update & security > Windows Update, and then select Check for updates.

-        Clear their browsing cache

                  Chrome: Click Menu in top right corner (or the Settings icon) and choose More Tools->Clear Browsing Data->Clear Data
                  SafariSelect Settings > Safari-> At the bottom of Safari's settings screen, Select Clear cookies and data or Clear                                           Cookies and Clear Cache->Confirm when prompted.

                  Internet ExplorerClick the Tools menu in the upper right corner or gear icon->In the drop-down menu, choose                                  "Internet options."->On the "General" tab, and in the "Browsing history" section, click the "Delete" button. 
                  At a minimum, make sure that "Temporary Internet Files and website files" and "Cookies and website data" are                                  selected.  Also consider clearing the checkbox for "Preserve Favorites website data." 
                  It will take a few minutes for the cache to be cleared then have the customer test again.

-     Run and install Windows updates (this has only been reported on Windows devices so far)