Mobile and OTP devices not Showing in Helpdesk / Self Service realms

Version Affected:  21.04 +

Description:  

Since upgrading to 21.04 or newer, the Helpdesk and Self Service realms no longer show OTP and Mobile devices

Cause:  

These versions using a new feature called Mobile Service and there is a new option to view these.

Resolution:  

1. Open the Admin Console and navigate to the Post Auth tab of the realm in question

2. Click the "Configure Self Service page" link  (or helpdesk if it's helpdesk)

3. Set Mobile Devices as "Show Enabled"

4. Click Save.

5. Login again and you'll see the Mobile Devices.

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.

Customers are responsible for their own due diligence prior to utilizing this information and agree that SecureAuth is not liable for any issues caused by misconfiguration directly or indirectly related to SecureAuth products.