📱 Okta Verify Troubleshooting Guide For Android

Uh-oh! Okta Verify not working? Don't worry and read on. 🛠️

🔒 Unable to Sign In? 

Let’s start by trying out these simple steps. In this video we'll walk you through the general process. Step by step instructions for each stage can be found below. 

If you've carefully followed these steps and you're still having issues, there are a few more things you can try which you can find at the end of this article. 

⏩ Make sure Okta FastPass is turned on

1.  Open Okta Verify and look for your account. It should look like the screenshot below.
    

   

    

2. Tap on your account and make sure Okta FastPass is on.
    

   

🫡 Give Okta Verify the right permissions

1. Press and hold the Okta Verify icon on your app menu, then tap on "App info" or similar option.  It should look like the screenshot below.

   

2. From App Info, tap on "Notifications"  and allow all notifications. 

   

    

3. From App Info, tap on "Mobile data"  and allow the app to run in the background

   

    

4. From App Info, tap on “Battery”  and set battery usage to unrestricted

   

    

✅ Make sure Chrome is your main browser

❗Even if you believe it is, it's REALLY worthwhile to confirm! 

1. Slide up from the home screen and go to Settings. 
    

   

    
2. In the search bar, type "Choose default apps" and tap the following:

   

    
3. Tap on "Browser app" and select Chrome

   

 👍 Enable biometrics: turn on fingerprint or face unlock

1. Go to Settings

2. In the search bar, type "Biometrics"

   

    

3. This will take you to a "Security and privacy" page. Tap on "Biometrics"
    

   

    

4. Look for "Fingerprint" or "Face recognition" and set it up if you haven't already.
    

   

    

🔄 Restart your phone

🔄 Restart your phone to make sure the changes take effect!

Still not working? Let's try more!

1. 🔑 Double-check your login details:

   • Make sure your email is correct, especially the part after the @

   • Check your password is right

2. 👆 Use the "FastPass" button:

   • Instead of typing your password, always try the "FastPass" button first

3. 🆕 Update Okta Verify:

   • Go to the Play Store and check for updates

4. 🗑️ Last resort: Remove and re-add your Okta account in Okta Verify

📧🗺️📁 Google Apps Not Opening? 

For problems accessing Google services (Gmail, Drive, Maps, Play Store, On Route, Task), try this:

1. Make sure you have followed all the steps in the "unable to sign in" section, at the top of this guide. 

2. 🚀 Use FastPass to sign in. Do not tap "next", otherwise it might not work!
    

   

    

3. 🌐  If it still doesn't work, triple check Chrome is your main browser

4. 🔄 Restart your phone

5. 🏃‍♂️ Open Okta Verify and keep it running in the background

6. 🔑 Try signing in again

📲 New Phone? 

To set up Okta Verify on a new phone, you will need to:

• Have access to your old phone. If you do not, reach out to TechOps for help
• Turn on biometrics on your old phone
• Turn on bluetooth on both devices

1. On your old phone, open Okta Verify
2. Tap on your account
3. Scroll down and tap "Add Account to Another Device"
4. This will generate a QR code
5. Go to your new phone and download Okta verify
6. Tap "Add account from another device" > "Organization"
7. Scan QR code 
8. A 6 digit code will appear. Enter this code on your old device
9. Enable biometrics on your new phone

🖥️ Seeing a Kolide Screen? 
 

Quick fix! 

1. 👆 Tap 3 dots in top right corner

2. 📴 Turn off "Desktop mode"

😕 Still Stuck? 

Don't give up!

1. 📶 Check your internet. A strong Wifi connection might be the answer to your sorrows

2. 📧  Triple-check your email address and password - typos happen to everyone!

3. 🆘 Nothing works? Ask TechOps team for help

Remember, we're here to help you! You've got this! 💪😊