Troubleshooting: OTP Session Times Out Before the User Can Enter the Code

Version Affected: All
 
 

Overview

When a one-time passcode (OTP) is sent by email, SMS, or voice, the user isn't able to receive and enter the code fast enough, and the session times out.

Cause

The OTP entry screen's session is controlled by the Session Timeout section's Idle Timeout Length setting on the realm's Workflow tab.

Resolution

Increase the Idle Timeout Length under Session Timeout on the Workflow tab. This gives users more time to enter their OTP code before the session times out.

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.