How To: Troubleshoot Common Push Notification Issues

Version Affected: All

 

Overview

This article covers the common troubleshooting steps that resolve most issues users encounter enrolling for or using Push Notifications/Push-to-Accept for authentication through the SecureAuth Authenticate app. Use Method 1 when the issue affects a single user or a small number of users, and Method 2 when it affects many users at once.

• Use Method 1 to troubleshoot one or a few affected users.
• Use Method 2 to troubleshoot many affected users at once, which usually points to a configuration issue rather than a device issue.

In this article

• Method 1: A Single User or a Few Users
• Method 2: Many Users

Method 1: A Single User or a Few Users

1. Confirm the user has notifications enabled on the SecureAuth Authenticate app before, during, and after enrollment. If notifications were not enabled during enrollment, the setting never gets written to the data store, and the user must re-enroll after enabling notifications.
2. Confirm the time and time zone are correct on the user's device. A device that is ahead typically shows The login request has been denied in the browser; a device that is behind typically shows The login request is no longer valid in the browser along with The request has expired on the phone.
3. Have the user try authenticating while on WiFi. If it works over WiFi, the device likely does not have cellular reception or cannot receive the Accept/Deny request over the cellular network.
4. Have the user try their account on a different phone. If it works there, the issue is with the original device rather than the account.

Method 2: Many Users

1. Confirm the Data tab is configured correctly, and that both the OATH Seed/Token and Push Notification profile fields are mapped and writable on the enrollment realm.
2. Confirm the realm's binding certificate is valid and publicly trusted, and that its Root and Intermediate certificates are trusted on the devices enrolling with it.
3. Confirm the System Info tab's push notification URL is correct, and that the appliance can reach the cloud service.
4. Look for a pattern in which users are affected — for example, only iOS users, only Android users, or only users in a specific group — to narrow down whether the issue is device-specific or configuration-specific.

If these steps don't resolve the issue, create a support ticket for further troubleshooting.

 

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.