I need assistance, my TOTP codes never work no matter what I do to resolve the issue.

Question

Hello,

I am experiencing a persistent issue with the Time-based One-Time Password (TOTP) 2-Factor Authentication (2FA) codes generated by my authenticator app. Despite multiple attempts to resolve the problem, the TOTP codes generated on my device have never been accepted as valid when trying to authenticate.

Here are the steps I have taken to troubleshoot the issue:

• Re-Enrollment in 2FA System: I have been re-enrolled in the 2FA system multiple times by our IT department, yet the issue persists.
• App Reset: I have reset/reinstalled the authenticator app several times, deleting and re-adding the account as per the official guidelines.
• Device Sync: I have ensured that the time settings on my device are accurate and that it is properly synced with network time. The authenticator app itself confirms that the time is correctly synchronized.
• Verification: While the 2-Digit push notification codes work flawlessly, the TOTP codes never seem to work, leading to repeated failed authentication attempts.
• Impact on Work: This issue is severely impacting my ability to perform my job, as I am unable to access critical systems that require 2FA.

Given that this problem has persisted despite multiple troubleshooting efforts, I am urgently seeking help to resolve this issue. If there are any specific steps, configurations, or additional information required to diagnose and fix the problem, please let me know. I am willing to provide any necessary details or perform further actions to ensure that the TOTP codes work as expected.

Thank you in advance for your assistance.

Regards,
Robert Heffernan