My Six Digit Authentication Codes Aren't Working

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If you've set up two-factor authentication for your Splashtop account and your 6 digit authentication codes aren't working, this guide will provide some steps you can take to get access to your account again.

You might have noticed that if you got a new phone, factory reset your phone, or delete your authenticator app that simply reinstalling the authenticator app you use might not be enough. Sometimes you're met with a blank authenticator app or an authenticator that continues generating codes that are now invalid.

For any of the cases mentioned above, you will need to reference your emergency recovery codes to regain access to your account. Don't have your codes anymore? No problem, you can contact Splashtop Business Support to help you retrieve your 10-digit codes. Just make sure you have the phone number of the last phone your authenticator app was installed on (this applies even if it's the same phone) as a means of verification.

If your codes still aren't working, or the cases above don't apply to you, you can follow the instructions below for the 3 authenticator apps we support.

Google Authenticator

Android Devices

For Android devices using Google Authenticator, tap on the three dots you see in the top right corner. This will bring up a small menu where you will want to tap on Settings -> Time Correction for Codes -> Sync Now.

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If the time isn't synced you will get a message saying that your device's time has now synced. Try to use one of your codes again to see if it works.

If it doesn't work or you got a message that says that your time was not updated because it's already synchronized (like in the last image above) please refer to the bottom of this article for additional steps.

iOS Devices

The Google Authenticator can also be installed on iOS devices. While the menu and settings don't offer the options above, you can still sync your clock by performing the following steps:

Tap on your Settings app then go to General -> Time and Date and make sure that your "Set Automatically" option is turned on. If it's off tap on the button to the far right of it.

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If it doesn't work or your "Set Automatically" setting is already on, please refer to the bottom of this article for additional steps.

DUO Mobile

Android Devices

Make sure your device has its time and date synchronized with the internet.

Android phones are all different and the setting can be found in different locations depending on your make, model, and version of Android. Since we can't cover how to get to the time and date setting of every Android phone possible, we recommend doing an internet search on how to access the time and date settings of your particular Android phone.

The example below is from a Pixel 3 XL: After opening our settings, we went to System -> Date & Time -> User network-provided time

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Tip1: Depending on your device and version, DUO Mobile might allow you to enable its DUO Restore feature which allows you to restore the same authenticator codes after getting a new phone or resetting your current phone. To access it, open your DUO Mobile app and tap on the three dot menu icon that appears on the top right of the app and select Settings. There you will find DUO Restore.

Tip2: Depending on your device and version, DUO Mobile might also have a feature called "Temporarily Allow Screenshots". If you're a DUO Mobile user and are on the line with a Splashtop Support agent, temporarily allowing this feature will give us the ability to see the codes being generated to verify that you're typing in the correct codes and make troubleshooting easier.

For more information on DUO Restore for Android, you can follow this link: https://guide.duo.com/duo-restore#android

iOS Devices

Tap on your device's Settings app then go to General -> Time and Date and make sure that your "Set Automatically" option is turned on. If it's off tap on the button to the far right of it to turn it on. Go back to your DUO Mobile app and try using a code again

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If this doesn't work or your "Set Automatically" setting is already on, please refer to the bottom of this article for additional steps.

Tip: For iOS, DUO Mobile offers a feature that lets you automatically reconnect your codes as long as you have enabled your "Reconnect automatically" feature. You can do so by opening your DUO Mobile App, tapping on the three-line menu icon in the top right corner and turning on "Reconnect automatically"

For more information you can follow this link: https://guide.duo.com/duo-restore#ios

Microsoft Authenticator

Android Devices

Make sure your device has its time and date synchronized with the internet.

Android phones are all different and the setting can be found in different locations depending on your make, model, and version of Android. Since we can't cover how to get to the time and date setting of every Android phone possible, we recommend doing an internet search on how to access the time and date settings of your particular Android phone.

The example below is from a Pixel 3 XL: After opening our settings, we went to System -> Date & Time -> User network-provided time

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Tip: Microsoft Authenticator has the ability to back up your code generators, tap on the three dot menu icon in the top right corner and go to Settings. Enable Cloud Backup to initiate the process.

For more information you can visit this site: https://docs.microsoft.com/en-us/azure/active-directory/user-help/user-help-auth-app-backup-recovery

iOS Devices

Tap on your device's Settings app then go to General -> Time and Date and make sure that your "Set Automatically" option is turned on. If it's off tap on the button to the far right of it to turn it on. Go back to your Microsoft Authenticator app and try using a code again

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If this doesn't work or your "Set Automatically" setting is already on, please refer to the bottom of this article for additional steps.

Tip: Microsoft Authenticator has the ability to back up your code generators, tap the three-line menu icon in the top left corner of the screen and select Settings. There you will find an option to perform an iCloud Backup

For more information you can visit this site: https://docs.microsoft.com/en-us/azure/active-directory/user-help/user-help-auth-app-backup-recovery

 

 

If none of the suggestions worked for your app and device, please try disabling and re-enabling your two-factor authentication. You can also try a different authenticator app if needed. If you do not have access to your emergency codes to access your account you'll need to contact Splashtop Support for assistance as described at the beginning of the article.

Disclaimer!: Splashtop does not own or manage any of the authenticators listed above, we use their services as a means to provide additional security for our end users. As a result, our troubleshooting spans what is listed in this article and the support we can provide in gaining access to a Splashtop account, installing these apps, and setting up two-factor authentication for Splashtop. If there is a technical issue with the app itself, it is best to contact the support teams for the owners of the app. 

There are some features in this article that pertain to authenticator apps such as 6 digit code generator backups that Splashtop support agents cannot assist a user with setting up. Setups like these are beyond our scope and would require contacting the company that owns the authenticator app for assistance.

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