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Troubleshoot issues with multi-factor authentication

Use this article to troubleshoot multi-factor authentication (MFA) issues with your account, your device, or your application.

MFA set up issues

Something went wrong.
This message can display if the device is not connected to the internet or has an incorrect time set up.
  1. Check for issues with your device's current internet connection.
    1. Visit any public website, such as reuters.com.
    2. Check if the page opens.
  2. If the code failed to generate over your cellular service, connect to a Wi-Fi network and try again.
  3. If the QR code failed to scan over a Wi-Fi connection, turn off the device's Wi-Fi try through the device's cellular service, if available.
  4. Check the time calibration on your device. Visit http://time.is using the browser on your device and calibrate your device time to match the reported time.
Timed out waiting for Scan. Go back and try again.
This issue can happen after you try to scan a QR code but it fails while pairing your mobile app with your sign-in credentials.
  1. Check that your device's operating system meets the requirements for the mobile app.
  2. Check for issues with your device's current internet connection.
  3. Check the time calibration on your device. Visit http://time.is using the browser on your device and calibrate your device time to match the reported time.
Unable to scan the QR code when pairing your sign-in credentials to the mobile app.
This error can happen when the Thomson Reuters Authenticator mobile app hasn't been granted use of the camera on your device. You'll need to give the mobile app access to use your smart device's camera. If needed, seek help from the manufacturer or operating system support.

Sign in issues after MFA setup

Device doesn't receive approval request.
If you don't receive a request on your device:
  1. Confirm your computer and your MFA device have an internet connection. If unable to connect to the internet, use the
    Enter a code
     option when signing in and enter the MFA code generated by your device.
  2. Confirm the Authenticator app has permissions to use push notifications on the device.
    note
    Seek help from the manufacturer or operating system support or try to sign in with a code.
Approved sign in on device, but website or application times out waiting for approval
Generate a code using the Authenticator app and try to sign in using the code.
  • If you can sign in using the code:
    1. Confirm your device has an internet connection.
    2. Switch from Wi-Fi to cellular data.
    3. Apply any pending device operating system updates.
  • If you can't complete the sign-in process using the code:
    1. Check the time calibration on your device. Visit http://time.is using the browser on your device and calibrate your device time to match the reported time.
    2. Set up firewall exceptions for CS Connect and CS Security.
    3. Configure Windows settings for Internet Explorer.
      note
      Seek assistance from the device manufacturer or operating system support if issues persist with the device completing the authentication process.
Device asks for fingerprint scan, facial recognition, or a passcode, but these are not enabled.
When you install your MFA app you'll get prompts to enable fingerprint scan, facial recognition, or a passcode, even if you haven't configured these features before.
If you have configured these features and don't want them anymore, change your device's settings before continuing.
Follow these steps to turn off these extra security features in the Authenticator app.
  1. Select
    Settings
     in the app.
  2. Switch off the option for fingerprint scanning, facial recognition, or passcode.
  3. Verify the request by completing the fingerprint scan, facial recognition, or entering the passcode when prompted.
note
Receiving MFA prompt on Apple Watch, but can't approve the sign-in request.
  • If you have extra security, like facial recognition, enabled for the Thomson Reuters Authenticator, you won't be able to approve the MFA prompts using your Apple Watch.
    • In the Thomson Reuters Authenticator app, tap the gear icon and turn off the Security option.
  • If you enter a passcode to access your phone, or use your fingerprint or Face ID, the information in the Thomson Reuters Authenticator app is secured. If you don’t use one of these methods to unlock your phone, you can enable this level of security for the Thomson Reuters Authenticator app in the
    Settings
     menu (gear icon).
    note
    If you still can't approve requests, make sure you have the latest updates for both your phone and your watch. You can also restart both devices to re-connect them together.
Nothing happens when I approve the sign-in attempt on the device.
Apple iOS version 11.0 introduced a function called Offload Unused Apps. If this function is enabled, you can uninstall the Thomson Reuters Authenticator app if you haven't been using it. Reinstall the Thomson Reuters Authenticator app by choosing the icon on the device's homepage and try to sign in again.