Sophos MFA secret keys are not restored when restoring a backup profile to a new mobile phone.
In the past as XG administrator I could see the token and help the user to add it again to his phone. That is now no longer possible as I need a OTP to see his MFA secret and QR code.
How is the loss of a OTP secret resolved now? By deleting the user and than having him connect to the user portal again?
Thanks,
Fred
. .
Hello Fred_B,
Thank you for reaching out to the community, you do not need to delete the entire user for it, just delete the issued token from the authentication > Mulkti-factor authentication > Issued tokens > select the user and delete.
Ensure, the option "Generate OTP token with next sign-in" is enabled - login with the user via user portal and you'll see a new QR code to scan on your new phone.
Thanks & Regards,
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Vivek Jagad | Team Lead, Global Support & Services
Sophos Community | Product Documentation | Sophos Techvids | SMS
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