Troubleshooting MFA - Google Authenticator

November 9, 2023

In this article, we'll cover how to log in with Google Authentication (MFA) and troubleshooting tips:

Logging in with Google Authenticator (MFA)

Google Authenticator is a two-factor (2F) or multi-factor authentication (MFA) software used to keep applications, like your Core account, more secure. Depending on your company’s security protocols, you may be required to login to your Core account using Google Authenticator. To do so, download the Google Authenticator app on your smartphone (image below of the app icon).

Once you’ve downloaded the Google Authenticator app on your phone, you will open the app and allow it to use your phone’s camera so it can scan the barcode from the Core login page on your computer browser.

Google Authenticator randomly generates a six-digit, one-time use passcode every 30 seconds so that your identity can be verified when logging in. If you enter an incorrect code into the login page of Core, you will get the message User provided invalid MFA login code.

Troubleshooting Tips:

Follow the troubleshooting steps below to resolve this error and log into Core:

• The initial Google Authenticator set-up must be done on a computer with the Google Authenticator app downloaded on your iPhone or Android phone. For detailed instructions, read our article Logging in with Multi-Factor Authentication - Video Walkthrough + Written Instructions.

• The six-digit code will change every 30 seconds and turns red as it’s about to change. Give yourself plenty of time to enter and submit the code before it changes.

• The six-digit code should be entered as XXXXXX with no spaces. The Google Authenticator App will present the six-digit code with a small space in the middle. This is simply to make the number easier to read.

• If you have reset your MFA and are logging into Core on the Apple TV or a mobile device immediately after, please close out the app and then open it again to refresh.

• If your MFA code needs to be reset for any reason, such as you purchased a new phone, contact your system administrator to have it reset.

  • Once your MFA is reset, you will have to scan a new barcode in Core on your computer.
  • Once you scan the new barcode, you will see your Core environment appear again at the bottom of the list of codes (if there is more than one).
  • To avoid confusion, it is always helpful to delete the old environment code(s) before you reset your MFA (visual guide below to delete old codes).
  • A newly reset MFA code appears at the bottom of the list of codes if you have multiple codes on your phone.

Deleting Old MFA Codes

iPhone

Android

If you have followed the tips above and are still having trouble logging in with MFA, then you may need to sync your phone with your computer. See Troubleshooting steps below on Syncing your phone time to your computer time.

Troubleshooting Next Steps:

Sync the Time on Your Phone to Your Computer

Since Google Authenticator is time-based, the times on your phone and computer must match. To sync your phone, please try the following:

iOS / iPhone

1. Go to the iPhone Settings App (your phone settings area)
2. Select General
3. Select Date & Time
4. Enable Set Automatically
5. If it's already enabled, disable it, wait a few seconds and re-enable
6. Enter the code in the Two-Factor Authentication box.

Android

1. Go to the main menu on the Google Authenticator app
2. Tap More Settings.
3. Tap Time correction for codes.
4. Tap Sync now.
5. Enter the code in the Two-Factor Authentication box.

Your phone and computer must be set automatically in the same timezone. Instructions to set the timezone on your computer will vary by type. Here are instructions for Windows and Mac OS.

Windows 10

1. Launch Control Panel.
2. Click on Clock and Region and then on Date and Time.
3. Make sure the shown Time zone is correct to your current location.

• If not, click on Change time zone button to make proper changes.
• Make sure Automatically adjust clock for Daylight Saving Time is checked.

Make sure the shown Date and time is correct.

• If not, click on Change date and time button to make changes.
• Select a proper month, date, and year. Then make sure the proper Hour and minute is chosen.

After making the adjustments click OK.

Mac OS

1. Click on the time in the upper right corner and choose Date and Time Preferences.
2. The Date and Time pop-up window will appear. Under Date and Time, make sure the box is checked for Set Date and Time Automatically.
3. Next click on Time Zone and make sure the box is checked for Set Timezone Automatically Based on Location (Must be the same timezone as your phone).

If you have gone through the above troubleshooting steps and are still getting the Invalid MFA error message, please contact your system administrator to reset your Google Authenticator. Once reset, you will have to scan the new barcode the next time you log in to Core to receive your new code, which will be added to the bottom of the list within the Google Authenticator app.