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I have a user that lost thier phone. How can I reset the 2 factor authentication so they can get on the VPN?

JohnAnderson1

Never encounter this before.  They do not seem to be able to login to the portal to get a new QR code for the new phone.  Is there a reset procedure I am missing?



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  • +1

    Hi JohnAnderson1,

    on the user id with Authentication - OTP, there is a blue circle with an I.

    click this (voila) the QR code, get it over to the user.

    please send it securely...

    XG & UTM Architect (Systems: XG v18 & UTM 9.7 - Virtual, HW & SW)
    Curious enough to take it apart, skilled enough to put it back together, Clever enough to hide the extra parts when I'm Done!

  • +2

    Login to your Sophos XG web console and go to Authentication > One Time password, here you can delete the user, let them login again to their portal and the user will need to scan the new qr code.

  • +1 in reply to Argo

    I would never use the same otp code when a phone is lost. Maybe the user also had his password and login info on the phone and voila a security breach.

     

    Always delete the OTP and let them scan a new one.

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