Datto Autotask PSA: My 2FA token isn't working

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Issue

My 2FA token isn't working on Datto Autotask PSA.

Environment

  • Datto Autotask PSA

Cause 

Your time zone information is not synchronizing correctly with the servers. 

Resolution

Since Time-Based One-Time Password (TOTP) services like Google Authenticator and Duo compare the time information stored on the phone to that of the Autotask user's time zone, you should:

Verify your time zone is configured correctly in Autotask

To check your time zone information:

  1. Navigate to Autotask menu → Admin → Features & Settings → Resources/Users (HR)→ Resources/Users (HR) → Resources/Users.

Take note of the value in the Primary Location column. The value is assigned to the resource, and the location is then assigned a time zone.

To view the time zone of the location:

  1. Navigate to Autotask menu → Admin → Features & Settings → Your Organization → Internal Locations.

Verify your time zone is configured correctly on your phone/app

Many authentication apps exist, each with unique configuration requirements. Some of the more common apps are outlined below.

Google Authenticator

For Android-based devices, the time zone can be synchronized manually within the app. To make sure that you have the correct time:

  1. Go to the main menu on the Google Authenticator app.
  2. Click More → Settings → Time correction for codes → Sync now.

On the next screen, the app will confirm that the time has been synced, and you should now be able to use your verification codes to sign in. The sync will only affect the internal time of your Google Authenticator app, and will not change your device’s Date & Time settings.

For iOS-based devices, the time zone is pulled from the device's location services. While you can set the time zone manually, most users choose to have the time set automatically. Some issues can be resolved by cycling the automatic time zone setting. To cycle the setting:

  1. Launch the Settings app.
  2. Go to General → Date & Time.
  3. Cycle the Set Automatically option off then on.

LastPass / Microsoft Authenticator / Authy

This application only uses the time zone information set on the phone. Consult the guide for your OS on how to change time zones. In addition, attempt to cycle your zone to another option and revert back, as this usually resolves any localized device issues.

For more possible solutions to common issues with Google Authenticator, visit this article.


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