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Introduction

This article provides comprehensive troubleshooting solutions for Multi-Factor Authentication (MFA) problems that prevent users from accessing the AppXite platform. It covers the most common scenarios where MFA authentication fails and provides step-by-step resolution procedures for each case.

In this article:

• Wrong Authentication Method During User Invitation
• Time Zone Mismatch Between Devices
• Time Difference Between PC and Mobile Device
• Account Inactive for More Than 30 Days
• User Failed to Login Within 7 Days of Access Grant

For complete MFA setup guidelines, refer to the article Using Multi-Factor Authentication (MFA) for Account.

Wrong Authentication Method During User Invitation

When a user is invited with an incorrect authentication method (such as LiveID or AAD instead of "Account" option), they cannot access the platform until the authentication method is corrected in the AppXite platform. The user will only be able to view the Catalog.

To resolve this issue:

1. Navigate to the user management section in the AppXite platform
2. Locate the affected user account
3. Select Change Invitation Details if available
4. Update the authentication method to "Account"
5. Save the changes

Time Zone Mismatch Between Devices

When the PC and mobile device use different time zone settings, MFA authentication will fail with an error message stating "SEEMS THAT YOUR CODE IS NOT VALID, PLEASE CHECK AND RETRY."

To resolve this issue:

Ensure both the PC and mobile devices are configured to use the same time zone settings.

Time Difference Between PC and Mobile Device

When there's a time difference between the PC and mobile device, users will encounter an error message: "THE CREDENTIALS HAS EXPIRED. Looks like something went wrong. Please try logging in again from the application."

To resolve this issue:

Synchronize the time settings between the PC and Authenticator app on the mobile device.

iPhone Instructions

1. Open Settings > General > Date & Time
2. Enable Set Automatically
3. If this setting was already enabled:
   • Disable it
   • Wait a few seconds
   • Re-enable the setting

Android Instructions

1. Open the Authenticator app
2. Navigate to the main menu
3. Select Settings > Time Correction for codes
4. Select Sync now

Account Inactive for More Than 30 Days

When a user hasn't logged into the platform for longer than 30 days, they need to re-add the AppXite MFA account by scanning the QR code provided on the login screen.

To resolve this issue:

1. Navigate to the AppXite login page
2. Scan the QR code displayed with Google Authenticator (or similar app)
3. Add the new MFA account to your authenticator app

For detailed setup instructions, refer to the article Using Multi-Factor Authentication (MFA) for Account.

User Failed to Login Within 7 Days of Access Grant

If a user doesn't log into the platform within 7 days of being granted access, the invitation link expires and must be resent.

To resolve this issue:

1. Access the AppXite platform user management section
2. Locate the affected user account
3. Select Resend Invitation
4. The user will receive a new invitation link via email

If access issues persist after using the new invitation link, check the other scenarios listed in this article and submit a support ticket if needed.

Summary

This troubleshooting guide addresses the five most common MFA authentication issues that prevent users from accessing the AppXite platform. The solutions range from correcting invitation settings and synchronizing device time settings to re-scanning QR codes for inactive accounts and resending expired invitations. Most issues can be resolved by following the appropriate troubleshooting steps, though some cases may require support team assistance.

Limitations

• Authentication method changes may require AppXite Support Team intervention when Change Invitation Details is not available
• MFA accounts automatically expire after 30 days of inactivity and require re-setup
• Invitation links expire after 7 days and must be resent

Related Content

• Using Multi-Factor Authentication (MFA) for Account
• How To Invite User to the Platform
• Managing User Information, Permissions: Add, Edit, and Delete Users