Authenticator Event Count out of Sync
- 30 Dec 2024
- 1 Minute à lire
- SombreLumière
- PDF
Authenticator Event Count out of Sync
- Mis à jour le 30 Dec 2024
- 1 Minute à lire
- SombreLumière
- PDF
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Description
An out-of-sync event counter may repeatedly prevent a user with an event-based authenticator from logging on using a one-time password (OTP).
Possible causes
This is typically the case if the user is receiving one of the following errors:
"The one-time password has already been used."
If the event counter in the authenticator BLOB stored in OneSpan Authentication Server is set higher than the event count on the authenticator itself, OneSpan Authentication Server will interpret authentication requests as code replay attempts and refuse the requests.
"The one-time password was incorrect."
If the event counter in the authenticator BLOB stored in OneSpan Authentication Server is set lower than the event count on the OneSpan Authentication Server, OneSpan Authentication Server will not recognize the OTPs as valid.
Solutions
Setting the event counter
If an out-of-sync event counter is preventing users from logging on, you can manually re-set the event counter valuer. If you have the correct privileges, you can use Set Event Counter in Administration Web Interface to increase the OneSpan Authentication Server event counter for the authenticator. This should be done in careful increments until the event counts in the authenticator and OneSpan Authentication Server are close enough for the authenticator event count to be within the OneSpan Authentication Server event window.
The event counter may only be increased, not decreased.
Re-importing the authenticator
This is the only solution available if the event counter in OneSpan Authentication Server is higher than the authenticator event count.
To re-import an authenticator
- Delete the existing authenticator record.
Re-import the DIGIPASS export file (DPX), but ensure that the Upgrade existing DIGIPASS with new activation code option is disabled.
- Re-assign the imported authenticator to the correct user.
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