MFA stopped working

[Milan11]

Hi,

I have a particular problem with MFA. I had no trouble logging into our non-production instance using different web browsers from one laptop.

Suddenly MFA only works properly in the first web browser you used to log in after turning on MFA. When I try to log in using other browsers (Chrome, Firefox), the system accepts my login credentials but after entering the MFA code, it returns me to the username and password page. When I select the option to receive the MFA code via email, I get the error "Unable to generate 6-digit authentication code. Please contact your administrator to log in".

Other people who use this instance have the same problem.

We are running on Vancouver.

Regards,

Milan

[Weird]

Sounds like someone simply adjusted settings and turned the property "Maximum number of browser a user can remember" to 1 in Multifactor Authentication Properties.
I'd expect a different error, but wouldn't be surprised if that would be the cause. Another option could be that your browser fingerprints somehow got messed up. Check the "Multi-Factor Browser Fingerprints" for your information and if the property is still more than 1 then try deleting the never ones and loggin in again.

[Milan11]

Thank you for your reply.

I tried to change the value from 5 to a different number or revert to the default version of the property. But the changes did not help the issue is still the same.

I checked the browser fingerprints, but there is one for each user.

Regards,

Milan

[Weird]

Well that's weird. I guess you should create a HI-ticket about this to Servicenow Support if the issue persists. Have you checked if there was a patch or plugins installed around the time this "broke"?

[Mayur Patil2]

Dear @Milan11 ,

I came across your community post describing an issue where users receive the error message “Unable to generate 6-digit authentication code. Please contact your administrator to log in” when selecting the option to receive the MFA code via email.

We are experiencing the same issue in the Production environment for some users. I wanted to check with you whether you were able to identify the root cause or arrive at a solution for this problem.

Any guidance or resolution steps you could share would be highly appreciated.

Regards,

Mayur Patil

ServiceNow Developer