When you try to configure the Autotask PSA Microsoft Outlook Extension, you encounter an error message such as, "The OTP token is invalid. Please enter a value and try again."
- Autotask PSA Microsoft Outlook Extension
Verify the Login Address
Review the address listed on the login tab of the Outlook Extension Options. A common cause for login failures is having the wrong Address listed on the login tab of the Outlook Extension options. When the window opens, the default URL is www.autotask.net, rather than the user's zone-specific URL, as shown in Figure 1.
Enter the address of the specific Autotask database, for example, ww3.autotask.net. Be sure to specify the correct Autotask zone, as indicated by the number following ww.
Using the Outlook Extension with Two-Factor Authentication (2FA) or Single Sign-On (SSO)
1. Ensure that you have the most recent version of the Microsoft Outlook Extension installed; older versions do not support 2FA or SSO.
2. Users that have set up both SSO and 2FA will see an additional dialog box on each login, which prompts them to authenticate with the Identity Provider in the same manner as when only SSO is enabled. The extension bypasses 2FA in these scenarios because the authentication occurs on the Identity Provider end, rather than in PSA. For more information, see Autotask PSA: Can I use Two-Factor Authentication (2FA) and Single Sign-On (SSO) at the same time?
Troubleshooting Two-Factor Authentication (2FA)
When using Two-Factor Authentication, you must enter the correct username and password during the initial setup, at which point you will be prompted for a one-time password. During future Outlook sessions, you will only receive a prompt for your 2FA token when you first launch the application. By default, the one-time password is masked. To display the one-time password characters, click the show checkbox.
If you do not enter the Autotask URL which corresponds with your region and instead use the generic www.autotask.net, you will see an error message during authentication which states, "The OTP token is invalid. Please enter a value and try again," as shown in Figure 2.
This error occurs because the extension cannot correctly exchange the 2FA token with the generic URL. You must configure the application with your zone-specific URL.
Troubleshooting Single Sign-On (SSO)
When using Single Sign-On, you must enter a correct username, but you can enter any value for the password field. The password is ignored when SSO is enabled; the window to authenticate through your Identity Provider will appear each time you open Outlook.
As with 2FA, you should ensure that you have your zone-specific URL entered when configuring the extension. Also, due to the way the pop-up window launches and relies on browser cookies for the SSO login flow, your browser settings must match those described in our documentation. See Configure Your Browser Settings for more information.