Resetting User MFA, how user registers new MFA device?

Question

A User lost device running Microsoft Authenticator. Now user web interface login ends to MFA prompt, but I can't figure out where from a user could register a new device.

I tried resetting user MFA authentication from admin console. It tells The Microsoft Authenticator app is not activated by the user. Stil only prompt user gets is input code from authenticator app.

User belongs to security role with allowed Reset Multifactor Authentication and password reset and has enrollet to password reset.

Comments

Hello,

Now user web interface login ends to MFA prompt, but I can't figure out where from a user could register a new device.

Please, provide us with a screenshot of the prompt the user faces after entering their username and password.

Also, please, provide us with a screenshot of the Multi-server environment dialog. The dialog displays how many Adaxes services you have and what their versions are. For information on how to view it, see https://www.adaxes.com/help/MultiServerEnvironment.

I tried resetting user MFA authentication from admin console. It tells The Microsoft Authenticator app is not activated by the user

Please, provide screenshot of the steps you perform including the one about activation.

You can post the screenshots here or send to us at support@adaxes.com.

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Hello,

cause was a user error. Service desk user tried to log in with wrong credentials and role in a tiered environment.

Answer 1

Hello,

Thank you for the confirmation. In general, if you have MFA enabled for Adaxes web interface and an enrolled user loses their device, you just need to reset MFA for them. After that they can enroll with the new device on the first login. For details about the reset, have a look at section Reset authenticator app of the following tutorial: https://www.adaxes.com/help/ConfigurePasswordSelfService/#reset-authenticator-app.