Bug: Push/Symbol to Accept Doesn't Appear as an MFA Option

Version Affected: 19.07.01+ on New Experience realms; 21.04+ after migration with the 2016 theme
Bug Number: N/A
Bug Status: Closed - Fixed
Fixed in Version(s): 22.02 and later (hotfix)

 

Overview

Push (or Symbol) to Accept can be missing from a user's available Multi-Factor Authentication (MFA) options even though it is enabled in that realm's MFA options. This has been seen in two related situations: after migrating a realm from an older version to 21.04 or later while using the 2016 theme, and specifically on New Experience realms.

Cause

There is a bug in the registration method app setting that prevents Push/Symbol to Accept from being offered, affecting New Experience realms and realms using the 2016 theme. The 2019 theme is not affected.

Resolution / Workaround

Upgrade to 22.02 or later, where a hotfix for this issue is available, to resolve this issue.

If upgrading is not an option right now, there are two workarounds:

1. For a realm using the 2016 theme, switch the realm's theme to 2019, if that large a change is acceptable.
2. For either situation: open the realm in Classic View, go to the Multi-Factor Methods tab, toggle the Help Desk MFA option on and then back off. This resets the registration method app setting, and Push/Symbol to Accept reappears as an MFA option.

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.