Troubleshooting: Arculix Error "The time is out of sync for this device"

Version Affected: Arculix
 
 

Overview

While logging in to a machine with Device Trust installed, users may see the error "The time is out of sync for this device."

Cause

Incorrect time on the workstation, or on the mobile device paired with the affected user's account through the Arculix It'sMe/Acceptto app, can cause this issue. For security reasons, the tolerance for clock drift was recently lowered from 60 seconds to 10 seconds.

Resolution:

To resolve this issue:

The screenshot above shows the error as it appears during login.

1. Confirm that the time is synced correctly on both the workstation and the mobile device associated with the user's account. Make sure the machine is properly configured to use a Network Time Protocol (NTP) server, and check for any other underlying time-sync issues.
2. Check whether the issue occurs specifically on the corporate network, or also on non-corporate networks, and whether the machine is domain-joined and syncing to domain controllers.
3. Check whether the machine, and the network it is connected to, is online and functioning correctly.

If the issue persists, reach out to support@secureauth.com.


 

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.