User Error Messages

This document explains some of the error messages that users receive while using OTP-related applications.

Setup Account Messages

You could receive any of the following messages when setting up an authenticator account on your mobile device:

Error Message	Description	Solution
`Wrong passcode; enter passcode again`	You have entered a wrong passcode when setting up an account on additional device or when disabling an account.	Reenter the passcode generated by your mobile device.
	You have not entered the passcode within the specified time interval.	Enter the passcode within the specified time interval.
	Your clock is not synchronized with the clock on the server.	Configure your mobile device to automatically update the date and time under Settings General Date & Time Set Automatically or contact your administrator to check the time on the server.
`Cannot generate QR code`	A QR code cannot be generated for the setup process.	Restart the account setup on the Mobile Device Setup UI.
`Custom alias not found: <alias>; contact your system administrator`	The URL path for the custom installation section is not correct.	Contact your system administrator to check the configured alias for the custom installation section of the Mobile Device Setup UI.
`Error while connecting to alias <alias>; contact system administrator`	The application cannot create the custom installation section from the configured URL.	Contact your system administrator to check the configured alias for the custom installation section of the Mobile Device Setup UI.
`Error occurred`	An unspecified error has occurred.	Restart the account setup on the Mobile Device Setup UI.
		Refresh your browser.
		Contact your system administrator.

Logon Messages

You receive some of the following messages when you log on to applications:

Error Message	Description	Solution
`User authentication failed` or `Authentication failed`	You have entered an invalid password or passcode.	Make sure that you have enabled automatic time updates on your mobile device (usually under Settings Date and Time Automatic). Try again or contact your administrator to check that your mobile device's time is synchronized with the time of the OTP server.
`User authentication failed` or `Authentication failed`	You have entered a valid password and passcode, but the username is wrong.	Ask the administrator to check if the UserMappingMode option is configured to require authentication with logon ID or email.
`An authentication problem occurred; contact your system administrator`	This error appears when the administrator has configured a wrong policy script.	Contact your system administrator to fix the policy script in the One-Time Password Administration UI.
`Authentication failed; password locked`	You have entered valid credentials while your passcode was locked.	You can wait until your passcode is unlocked according to the specified unlock period. You can then log on again. You can contact your system administrator to unlock your account.
`Logon with a passcode is required. For the generation of passcodes, a mobile device has to be activated.`	You need to provide a one-time password (passcode) in order to log on to the application.	Set up an authenticator account on your device in the Mobile Device Setup UI. If you cannot install an authenticator application on your mobile device, contact your system administrator for alternative solutions.
`Possible session fixation attack detected; contact your system administrator`	The application has detected vulnerability in your system.	Please contact your administrator to find out what is causing this problem and then try to log on again.
`Possible logon XSRF attack is detected. Please contact your system administrator.`	The application has detected vulnerability in your system.	Please contact your administrator to find out what is causing this problem and then try to log on again.
`Cannot send passcode by SMS; contact your system administrator`	The issue might occur because of the following: You have changed the phone number of your mobile device. You have changed the provider of your mobile device. Other configuration issues.	Please contact your system administrator to find out what is causing this problem.
`Wrong passcode`	You have entered the wrong passcode during logon.	Try again.
	You have not entered the passcode within the specified time interval.	Enter the passcode within the specified time interval.
	Your clock is not synchronized with the clock on the server.	Configure your mobile device to automatically update the date and time under Settings General Date & Time Set Automatically or contact your administrator to check the time on the server..