Two-Factor Authentication

Starting the week of December 6, 2021, Two-Factor Authentication (2FA) is required for all new customers. For new customers, 2FA is automatically enabled and it cannot be disabled.

Until January 21, 2022, existing customers can continue to enable and disable 2FA. After January 21, 2022, 2FA will be required for all customers.

Two-Factor Authentication (2FA) provides an additional layer of security to help prevent unauthorized Dashboard access. Initially, users go through the 2FA setup process when they log into the Dashboard. After the setup process is completed, users enter their username, password, and a random, time-sensitive access code generated by an authenticator application to log into the Dashboard.

To use 2FA, a username and authenticator are required.

Username

  • Must be an active and valid email address
  • We send the user a setup verification email during the activation process

Authenticator

  • A random, time-sensitive access code is generated by a third-party authenticator mobile app, program or web browser extension
  • The third-party authenticators are available for:
    • Mobile devices (Apple iOS, Google Android)
    • Computer Operating Systems (Windows, Mac, Linux)
    • Computer web browser extensions (Chrome, Firefox, Safari, Microsoft Edge)

With 2FA, users enter the code generated by their authenticator each time they log into the Dashboard. The 6-digit access code is only entered when logging into the Dashboard and authenticates that session.

Email Verification and Username

To confirm the validity of a 2FA setup request, a verification email is sent to the username (email address) of the user to verify they initiated the 2FA activation process. The email contains a verification link (active for 2 hours) to proceed with the activation.

2FA requires the user to verify their username (email address) using a verification email. Ensure all usernames in the system are active, valid email addresses.

Using an active and valid email address as the username ensures 2FA can be setup for a user account and they can manage their login (Password Reset) without administrative intervention.

Take Control, TeamViewer Integration and Remote Background Management

To initiate a remote session, a user requires the relevant Take Control, TeamViewer and / or Remote Background Management permissions, and 2FA must be active for their account.

Where the user has the required Dashboard permissions setup, but 2FA is not active for their account, they are prompted to setup 2FA when they initiate a connection. Setting up 2FA from this dialog logs the user out of their current Dashboard session.

For information about setting up 2FA, see Activate Two-Factor Authentication.

The user only enters their 2FA access code when they log into the Dashboard. They are not prompted to enter the access code each time they initiate a connection.

Disable IP Verification for specific Two-Factor Authentication Users

You can Disable IP Verification at the user level if the user has 2FA activated. Disabling IP Verification enables the user to access the Dashboard from a new IP address without going through the IP address verification process.

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