Our user uninstalled the Google Authenticator app by mistake, so this requires me as an admin to reset her 2FA.
After I reset user 2FA and let the user try to log in again and register the 2FA, once the user registers and enters the authenticator code and selects "Submit".
Here is the problem:
Once the user selects "Submit", there is nothing more and the user stuck on this screen (please see attached pic)
Error details:
Failed to load resources: the server responded with a status api/user:1 of 401 ()
Usually, this behavior happens if the wrong code is used. We've seen cases where the time system was wrong on the device with the authenticator app, and therefore it was generating the wrong code. We've also seen cases where the user tried to submit the code after it had already expired on the authenticator app.
If the above suggestions don't sound like the issue, they can try removing the account on the authenticator app and re-scanning the QR code and starting from the beginning and see if that does the trick
We've also seen cases where clearing cookies and cache resolve it, but it sounds like you may have tried that already.
Given all the testing you've already done, it could be worth testing a different authenticator app to see if that works
Thanks for the update - I'm glad you're at least able to get in to the account. I agree this isn't a great solution Could you share the specific device the code is coming from and the authenticator apps tested? (i.e. code generated on iPhone 16 iOS 18.0 Google Authenticator App didn't work)
Thanks, @Kanin_Amornratanasiri! I haven't been able to reproduce the issue with this same device/apps, but I've shared this with our team. Please keep me posted if you hear of other issues using 2FA
I'll mark your workaround as a solution for now so that it remains visible to others running into this
Could you share the specific device the code is coming from and the authenticator apps tested? (i.e. code generated on iPhone 16 iOS 18.0 Google Authenticator App didn't work)