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  • 1.  After logging in, I am asked to register MFA, but ... it depends where I login from...

    Posted 01-17-2025 06:58
    No replies, thread closed.

    Hi, 

    I noticed something strange:

    when I login into Genesys Cloud, depending on my location Genesys Cloud asks me to register MFA device and does not let me proceed until I do.  I just cancel and exit when it does. Yet, if I login from a different IP address, I can login into my account with no issues and without being asked to register an MFA device. Does anyone know what is going on? (No, MFA is not set as required for our organization). 


    #PlatformAdministration

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    Living on the beach and loving it!
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  • 2.  RE: After logging in, I am asked to register MFA, but ... it depends where I login from...
    Best Answer

    Posted 01-17-2025 08:36
    No replies, thread closed.

    Hello Victor,

    This is odd behavior since you don't have MFA enabled you shouldn't be getting the prompt at all and with it rotating depending on IP addresses?

    Are you using SSO only or do other agents use MFA. If the community can provide more examples of this we might have something we can do with this. 

    Cheers, 



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    Cameron
    Online Community Manager/Moderator
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    Original Message


  • 3.  RE: After logging in, I am asked to register MFA, but ... it depends where I login from...

    Posted 03-07-2025 08:23
    No replies, thread closed.

    We started to have the same problem like 2-3 weeks ago, genesys is randomly asking some users for MFA set up, when the users do not have it configured and we never enforced it in our org.

    There are some clients in the local pc's that just keep asking desktop or web app, for MFA set up, the only solutions i have found is to Clearbrowsing cache, repair the desktop app and in some cases uninstall it completely and install it again, removing the appdata/local folder for genesys.

    And eventually from time to time the issue comes back, blocking the users and preventing them from logging in.

    We have joker local accounts in the pcs, and each user has their own RDS account, but since genesys is executed locally, they all switch credentials from the local user.

    This its been working fine for the last 5 years, and now seems its an issue.

    Regards

    Hernani






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    Hernani Ferrando
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    Original Message


  • 4.  RE: After logging in, I am asked to register MFA, but ... it depends where I login from...

    Posted 03-14-2025 10:56
    No replies, thread closed.

    Hi Victor,
    in my organization, it sometimes happens that some users can no longer log in because they receive an MFA message. We then created a workaround and reset the user's MFA devices.
    Reset MFA devices of users - Genesys Cloud Resource Center
    New Multi-Factor Authentication (MFA) device options - Genesys Cloud Resource Center

    I hope this helps.



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    Maik Olk
    Germany
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    Original Message


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