Troubleshooting: Users Returned to the Login Screen After Completing MFA

Version Affected: All
 
 

Overview

After completing Multi-Factor Authentication (MFA), some users are returned to the login screen instead of being logged in, and the process starts over. This sometimes succeeds if the user moves through the login process very quickly.

 

Cause

FileSync 4.x requires its Windows service to be running on both the Primary and Secondary servers. If the service isn't running on a server, that server's Manifest file falls out of date, which makes its web.config appear newer than the Primary's. This causes FileSync to re-copy the web.config from the Primary to that server every minute.

Any user whose session is active when that copy happens has their session terminated mid-login, which restarts the login process for them.

 

Resolution

If using FileSync 4.x:

1. On each server (Primary and Secondary) where the SecureAuth FileSync service isn't already running, open Services.msc.
2. Set the SecureAuth FileSync service's startup type to Automatic.
3. Start the service.
4. Confirm the Manifest file is now updating as expected on that server.

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.