Troubleshooting for Two-Factor Authentication

Article Number:02066

Unable to Obtain Verification Code

If users cannot get their verification codes due to incidents such as malfunctioning devices or they do not have devices nearby, they need to ask their administrators to disable the Two-Factor Authentication.

Upon request, administrators perform the following actions.

  1. On the "Edit User" screen, disable the Two-Factor Authentication setting.
    For Administrators: Disabling Certain User's Setting
  2. The administrator must provide the user with the following information.
    • Two-Factor Authentication for that user has been disabled.
    • As a result of this disablement, information related to the Two-Factor Authentication that the user previously specified was deleted.
    • As soon as it becomes possible to obtain a verification code, the Two-Factor Authentication should immediately be enabled.
      Enabling Two-Factor Authentication

Verification Code Is Not Recognized

The verification code might be expired.
Get a new verification code from the authentication app.

When User's Mobile Device is Lost

If users cannot get their verification codes due to incidents such as lost mobile devices, they need to ask their administrators to disable the Two-factor Authentication.

Upon request, administrators perform the following actions.

  1. On the "Edit User" screen, disable the Two-Factor Authentication setting.
    For Administrators: Disabling Certain User's Setting
  2. The administrator must provide the user with the following information.
    • Two-Factor Authentication for that user has been disabled.
    • As a result of this disablement, information related to the Two-Factor Authentication that the user previously specified was deleted.
    • As soon as it becomes possible to obtain a verification code, the Two-Factor Authentication should immediately be enabled.
      Enabling Two-Factor Authentication

When Changing the Mobile Device Model

When changing the mobile device to which the Two-Factor Authentication is applied, the following actions are needed.
Have the previous device and the new device ready at hand, and then perform the actions.

  1. Log in to kintone.com.
    Obtain a verification code on the previous mobile device.
    How Can I Get a Two-Factor Authentication Verification Code?

  2. Access your account settings.
    At the upper right corner of the screen, click icon to the right of the user name, and then select Account Settings in the drop-down list.
    Image of Account Settings

  3. Click Login Name & Password.
    Image of Login Name & Password

  4. Disable the two-factor authentication.
    Example of button

  5. Enable the two-factor authentication again.
    Example of button

  6. Confirm that the registration dialog box for the Two-Factor Authentication is displayed.
    Dialog

  7. Actions to perform on the new mobile device:

    1. Install an authentication app such as Google Authenticator.
      For iPhone or iPad devices
      For Android devices

    2. Scan the QR code that is displayed in the registration dialog box described in step 5.

    3. Use the authentication app to obtain a verification code.
      How Can I Get a Two-Factor Authentication Verification Code?

  8. Enter the verification code in the registration dialog box described in step 5.
    Dialog

  9. Click Enable.

  10. Actions to perform on the previous mobile device:

    1. Delete the kintone.com information from the authentication app. authentication app screen
      authentication app screen

When the Mobile Device Has Already Been Changed

If users skipped the actions described in "When Changing the Mobile Device Model" and changed their mobile devices, they are no longer able to obtain their verification codes.
The users need to ask their administrators to disable the Two-Factor Authentication setting.

Upon request, administrators perform the following actions.

  1. On the "Edit User" screen, disable the Two-Factor Authentication setting.
    For Administrators: Disabling Certain User's Setting

  2. The administrator must provide the user with the following information.

    • Two-Factor Authentication for that user has been disabled.
    • As a result of this disablement, information related to the Two-Factor Authentication that the user previously specified was deleted.
    • Enable the Two-Factor Authentication on the new mobile device as soon as possible.
      Enabling Two-Factor Authentication