InstaSafe | Unable to View QR Code and integrate Authenticator App

Unable to View and Scan QR Code and integrate Authenticator App. Error: "Please contact your admin to view the QR code again"

The Administrators of an organization might choose to increase the security posture with InstaSafe's built-in Two Factor Authentication that would prompt users for an OTP delivered to the registered Email ID and mobile number.

Users are encouraged to integrate Authenticator Apps that would provide Time-based OTPs (TOTP) for Two-Factor Authentication. This would effectively eliminate the dependency on mobile networks for SMS OTPs as well as to avoid deadlock scenarios where users can access corporate email (for Email OTPs) only after the InstaSafe Secure Access (ISA) App is connected.

This Article highlights the steps to overcome an issue where the QR Code is not visible due to which users can't scan and integrate authenticator apps for 2FA.

Issue

Once logged-in to the InstaSafe Secure Access (ISA) Portal, you could scan the QR Code to integrate an Authenticator App that would provide Time-based OTPs (TOTP) for Two-Factor Authentication. At times, an error message would be noticed: "Please contact your admin to view the QR code again"



This is a security mechanism that would disable the QR Code from being displayed and re-scanned, once it has already been viewed previously. 

For Users

Contact your organization's IT Team.

For Admins

- Once the user has viewed the QR Code, it would be disabled from view on subsequent attempts as a security mechanism
- At times, users might simply view the QR Code, but not scan and integrate an Authenticator App
- In certain scenarios, users might wish to scan the QR Code an integrate an Authenticator App on a new mobile device
- It would be up to the Admins to determine whether a user's request to view the QR Code again is genuine or not
In order to re-enable the QR Code and allow it to be viewed, locate the User Profile in the ISA Management Console and click 'Re-enable QR'



Click 'Yes, Enable QR!' to proceed




If you are an Admin of the organization's ISA Account and need assistance, contact InstaSafe Support