MFA QR Code Not Displaying During Setup

[Sirri]

Hi everyone,

I'm facing an issue while setting up Multi-Factor Authentication (MFA).

When I open the MFA enrollment page, the QR code is not displayed (the QR code area is blank). Because of this, I'm unable to scan it using my authenticator app and complete the MFA registration.

What I've tried:

• Refreshed the page
• Tried a different browser
• Cleared browser cache
• Tried an Incognito/Private window

The issue still persists.

Has anyone encountered this problem before? Is there a known issue or any alternative way to complete the MFA setup when the QR code is not displayed?

I've attached a screenshot for reference.

[Sirri]

@yashkamde @rahulswami @Ambuj Tripathi 

Apart from this is there any solution for this. Please provide the solution to me.

Thank you

[yashkamde]

Hello @Sirri ,

Disabling MFA from the Properties section won’t work because there’s a Business Rule that aborts the operation. I can help you bypass that, but since you’re currently unable to log in, the only option I can suggest is to recover the existing account in your Authenticator app and try logging in first. I faced the same issue and this worked in my case.

[Sirri]

@yashkamde ,

How to recover the existing account in authenticator app. Can you help on this so we can try.

Thank you

[Ambuj Tripathi]

Hi @Sirri Sent a msg 1-1. Please check and reply.

[mohithreddy]

if the secret is blank and copy pastes nothing, the totp key never got generated. clipboard is fine.

if you still have any session, Multi-Factor Authentication > Properties, set glide.authenticate.multifactor to false. that's how you turn it off on a pdi.

if you're fully locked out there's no bypass. password reset still wants mfa. from developer.servicenow.com reset/wipe the pdi or grab a new one.