Troubleshooting Authentication with your Mobile Device

The Powertech Multi-Factor Authentication mobile app uses features of your mobile device to facilitate authentication, including:

  • Your biometric touch sensor (required for biometric authentication)
  • Your camera (required to scan QR code)
  • Push Notifications (required for One-Time Passwords)

Do the following to ensure these features are active and available for use with Powertech Multi-Factor Authentication.

NOTE: If your mobile device is configured properly, connected to the Internet (or, if required, your organization's private wi-fi network), and you are still unable to authenticate, contact your administrator for assistance.

Enable your fingerprint touch sensor

Your touch sensor must be configured and enabled in order to authenticate with Powertech Multi-Factor Authentication. In order to do this, your mobile device must learn your unique fingerprint and store this information for comparison later. If you already use your touch sensor for security (e.g. to unlock your phone), your touch sensor is functional and is ready for use with Powertech Multi-Factor Authentication. Otherwise, refer to the following to learn how to enable your biometric touch sensor on your device.

Enabling Touch ID on your iPhone or iPad

Refer to Use Touch ID on iPhone and iPad.

Enabling Fingerprint Security on your Android device

Refer to the instructions that pertain to your device. If your device is not listed below, refer to the device's manufacturer's documentation.

  1. Go to the Settings menu.
  2. Slide over the Personal tab.
  3. Select Lock screen and security.
  4. Under the Security category, choose Fingerprints.
  5. Select Add fingerprint.
  6. Place your finger on the Home button. You’ll need to place your finger on the home button multiple times in order for Samsung to learn your fingerprint from multiple angles.
  1. Open your device's Settings app .
  2. Under Personal, tap Security and then Pixel Imprint or Nexus Imprint.
  3. Follow the on-screen directions.
  4. If you don't already have a screen lock, you'll be asked to add a backup PIN, pattern, or password to unlock your device.
  5. Scan your first fingerprint.
    TIP: Place your finger on your device's sensor (not its screen). Hold your phone in the same way that you'd normally hold it when unlocking. For example, hold your phone with its screen facing you.

See Unlock with your fingerprint for more details.

Allow Powertech Multi-Factor Authentication to use your camera

Powertech Multi-Factor Authentication needs access to your mobile device's camera in order to scan the QR code used to sync your device with the Authentication Manager.

Granting Powertech Multi-Factor Authentication access to your camera on iPhone or iPad

  1. Go to Settings > Privacy > Camera.
  2. Ensure Powertech Multi-Factor Authentication is allowed access.

Granting Powertech Multi-Factor Authentication access to your camera on your Android device

Refer to the instructions that pertain to your device. If your device is not listed below, refer to the device's manufacturer's documentation.

  1. From a Home screen, navigate: Apps > Settings > Applications.
  2. Tap the Powertech Multi-Factor Authentication app.
  3. If available, tap Permissions.
  4. Tap Camera to turn it on.
  1. Open your device's Settings app .
  2. Tap App permissions.
  3. Tap the Powertech Multi-Factor Authentication app.
  4. Tap Camera.

Allow Powertech Multi-Factor Authentication to send push notifications

Powertech Multi-Factor Authentication needs access to your mobile device's messaging capabilities in order to send One-Time Passwords.

Enabling push notifications on your iPhone or iPad

To get notifications, connect to a Wi-Fi or cellular network. Then do the following:

  1. Go to Settings > Notifications, select the Powertech Multi-Factor Authentication app, and make sure that Notifications are turned on.
  2. If you have notifications turned on, but you're not receiving alerts, the alert style might be set to None. Go to Settings > Notifications and check that your Alert Style is set to Banners or Alerts.
  3. Make sure that you’re signed in to your Apple ID. Go to Settings > iTunes & App Stores and enter your Apple ID and password.
  4. Make sure that Do Not Disturb is turned off. Go to Settings > Do Not Disturb and tap Manual if it's turned on.

Enabling push notifications on your Android Device

Refer to the instructions that pertain to your device. If your device is not listed below, refer to the device's manufacturer's documentation.

  1. From the home screen, tap Apps.
  2. Scroll to and tap Settings.
  3. Scroll to and tap Notifications.
  4. Tap to enable for the Powertech Multi-Factor Authentication app.
  1. Open your device's Settings app .
  2. Tap Notifications.
  3. Tap Powertech Multi-Factor Authentication.
  4. Tap the options that will allow you to see notifications for Powertech Multi-Factor Authentication. For example:
    • Disable Block all
    • Override Do Not Disturb

 

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