Embedded Files
Problem
The user cannot complete multi-factor authentication during sign-in.
Symptoms
Verification code not received.
Authentication app does not generate codes.
Push notification not received.
MFA verification fails.
Code is entered correctly but still rejected.
Possible Causes
Poor internet connection.
Incorrect device time.
Mobile device unavailable.
Authentication app not configured correctly.
Expired verification code.
Time drift between the authentication app and the server.
Resolution
Step 1
Check internet connectivity.
Step 2
Ensure the mobile device has the correct date and time (enable automatic time sync).
Step 3
Restart the authentication app.
Step 4
Request a new verification code.
Step 5
Use a backup authentication method if available.
Step 6
If codes are consistently rejected instantly, resync the authentication app's time settings.
Step 7
Contact the IT Help Desk to reset MFA.
Prevention
Keep authentication apps updated.
Register backup authentication methods.
Secure recovery codes.
Keep your mobile device available.
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