Troubleshooting: Unable to Connect to the Remote Server (SMS/Voice/Push to Accept 2nd Factor) – SecureAuth Support

Version Affected: All

Overview

When selecting a registration method to receive a Passcode by SMS, Voice, or Push to Accept, the user sees the error "Unable to use selected registration method, please choose another method." Hovering over the error reveals the underlying reason: "unable to connect to the remote server."

Passcode delivery page showing the error banner Unable to use selected registration method, please choose another method.

Trace log snippet reading Browser_RegistrationMethod_Selection - Exception error: Unable to connect to the remote server.

Cause

There are several possible causes, but the most common is that the URLs configured in the realm's System Info tab cannot reach the SecureAuth cloud, even though the same URLs are reachable from a browser.

Resolution

Confirm the certificate the realm uses has the correct NETWORK SERVICE permissions.

Certificate permissions dialog with NETWORK SERVICE selected and Read allowed, Full control not allowed.

Confirm the cloud endpoints listed in the realm's System Info tab are reachable. For the current list of SecureAuth cloud IP addresses and URLs, see SecureAuth cloud services.
Confirm the realm's Proxy Server Configuration is filled out. This specific error is commonly caused by the proxy settings not being configured — the appliance can reach the cloud endpoints directly, but sending an SMS/Voice message still requires the proxy to be set. After configuring the proxy, SMS/Voice should work as a second factor.

Proxy Server Configuration panel with Use Proxy Server set to True, and a Proxy Server Address and Port filled in.

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.