Troubleshooting Multi-Factor Authentication Issues

Multi-Factor Authentication (MFA) is a critical security feature that helps protect your N-able account from unauthorized access. However, you may occasionally encounter issues when attempting to log in using MFA, particularly when using time-based one-time password (TOTP) apps like Microsoft Authenticator, Google Authenticator or Authy. These problems can range from expired codes and time sync errors to device-related complications and user setup issues.

This section outlines the most common MFA-related login issues, explains why they occur, and provides practical steps to resolve them. Whether you're locked out due to a lost device or simply unsure which code to use, the guidance here will help you regain access quickly and securely.

Device Time Drift

  • Symptom: You enter the correct code from the TOTP app, but it’s rejected.

  • Cause: TOTP codes are time-based. If your phone’s clock is even a few seconds off, the code may be invalid.

  • Fix:

    • Ensure your phone is set to automatic time and time zone. These are the common options to configure this setting, but you're device's may vary:

    • On Android: Settings → System → Date & Time → Enable “Use network-provided time.”

    • On iOS: Settings → General → Date & Time → Enable “Set Automatically.”

Lost or Replaced Device / Authenticator App Reinstalled or Reset

  • Symptom: You can’t access your authenticator app after you switch or lose your phone, or when you reinstalled or reset your TOTP authenticator app.

  • Fix:

    • Use backup codes provided during MFA setup (if saved).

    • Contact your administrator or support team to reset your MFA configuration.

    • For future protection, consider using an authenticator app that supports cloud backup and recovery, then enable this feature to regularly backup your codes.

Incorrect or Expired Code Entry

  • Symptom: Login fails even though you’re using the correct code from the TOTP authenticator for the account.

  • Fix:

    • Some users may have multiple entries labeled 'N-able' or similar, double-check you're using the correct one when entering the code.

    • Once the correct codes is identified, consider renaming the entry in the TOTP app to help prevent any mix-ups in the future.

    • Remove any duplicate or unused entries to keep your TOTP app organized and easier to navigate.

Code Expired Mid-Entry

  • Symptom: You enter the correct code from the TOTP app, but it fails just after submission.

  • Fix:

    • TOTP codes typically refresh every 30 seconds.

    • Wait for a fresh code and avoid entering it in the final few seconds to prevent timing out.

Using the Wrong Authenticator App for the Account

  • Symptom: You have multiple TOTP authenticator apps installed on your device (e.g., Google Authenticator, Authy, Microsoft Authenticator), and your N-able MFA setup may be stored in a different app than the one you're currently checking.

  • Fix:

    • Confirm which app was used during the original MFA setup.

    • Check each installed authenticator app for the N-able entry.

    • If the correct app no longer contains the entry, request an MFA reset and re-enroll using a supported app.

    • To avoid confusion in the future, consolidate MFA entries into one app and label them clearly.