Knowledge Base

Support Policies

Common Troubleshooting Steps for Push Notifications

SecureAuth IdP Affected: All

SecureAuth Authenticate App Versions: All


Description:

There are some common troubleshooting steps that will usually fix most of the issues users come across when enrolling for or using Push Notifications/Push-to-accept for authentication through the SecureAuth Authenticate app.

Resolution:

Single/Few Users:

1. Make sure that the user has notifications on the SecureAuth Authenticate app enabled before, during, and after the enrollment process. If the user does not have notifications enabled, it will not properly write to the value in the data store and must be re-enrolled after enabling.

2. Ensure that the time and timezone are correct on the user's device. The user may look at their time thinking that they have it correct, but it could be manually set in the wrong timezone.

3. Try to see if the user is able to get push notifications when trying on WiFi. If it works while the user is on WiFi, there is a possibility that the device does not have reception or cannot receive the Accept/Deny request.

4. Attempt to have the user try their account on a different phone. If it fails, we can figure out that it may be their account that needs to be looked at.

Many Users:

1. Ensure that the Data tab is correctly configured and that both the OATH Seed/Token and Push Notification profile fields are mapped accordingly. OATH Seed/Token and Push Notification need to be writable on the enrollment realm as well.

2. Double check that the Binding certificate is valid and is publicly trusted. The Root and Intermediate certificate should be trusted on the device that you enrolling with.

3. Make sure that the system info tab's push notification URL is correct and that the appliance can talk to the cloud properly.

4. Check if there is a common pattern in which users have issues. All Apple users, All Android users, Only user in certain groups, etc.

If you continue to have issues, feel free to create a ticket so that we may assist in troubleshooting.

SecureAuth Knowledge Base Articles provide information based on specific use cases and may not apply to all appliances or configurations. Be advised that these instructions could cause harm to the environment if not followed correctly or if they do not apply to the current use case.

Have more questions? Submit a request

0 Comments

Please sign in to leave a comment.