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Auto-create OTP token fails for one user

Timotheus

Hello,

I have a strange issue. I set up a user for OTP token. Auto-create token is checked. The user cannot authenticate to the Portal.

If I remove the user from the list of users who need a OTP to login she can authenticate to the portal again.

If I put her back into the list authentication fails.

She never shows up in the list of OTP Tokens. She has never been shown a QR code.

The first time she tried to log in after being added to the list so that the token should be created, she goofed up the password so often that she got locked out.

I suspect that this broke the process, and that a token is associated with her but does not show up in the list of OTP Tokens. But I have no idea where to look.

I have tested the process with a different user. The auto-create function worked just fine.

I deleted and recreated the user but the problem persists.

Anybody have a suggestion as to how to troubleshoot this?



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  • FormerMember
    0 FormerMember

    Hi  

    Thank you for reaching out to the Community! 

    I would advise you to remove the user from the user portal, OTP and then delete the user. Once the user is deleted, recreate the user and try to re-add the user to the user portal and OTP. 

    I would also advise you to check if you have a duplicate user with the same username in the user database. 

    Let us know if that helps. 

    Thanks,

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  • FormerMember
    0 FormerMember

    Hi  

    Thank you for reaching out to the Community! 

    I would advise you to remove the user from the user portal, OTP and then delete the user. Once the user is deleted, recreate the user and try to re-add the user to the user portal and OTP. 

    I would also advise you to check if you have a duplicate user with the same username in the user database. 

    Let us know if that helps. 

    Thanks,

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  • 0 in reply to FormerMember

    Hi,

    Thank you for your input.

    Actually, I did try deleting and recreating the user. I was not able to detect any duplicates. But I fear that there is some duplication anyway. Starting with a fresh user object should really overcome the problem I am seeing.

    Is there a way to look for a user object or token that is not being shown in the GUI?

    Regards,

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