2-Factor Authentication Troubleshooting

If you're having trouble logging in and Two-Factor Authentication is enabled on your site, here are some ways to fix the error messages.

2-Factor Authentication Loop

When logging in to Centerbase from a new device, some users will not be able to get past the 2-factor verification step. The verification code will be received either through email or text, but when entered, the prompt to verify will pop up again. This will continue in a loop and prevent logon.

To resolve, please copy this link directly into your address bar and click go.  chrome://flags/

Find the entry for 'SameSite by default cookies'. 

Change the drop-down from 'Default' to 'Disabled'

That will prompt for a Chrome restart. Once restarted, the user should be able to receive and enter a code without issue.

Getting Prompted on Login After Verifying and Remembering

Occasionally, users might be prompted for verification again even if they've already clicked Verify and remember. To resolve this, navigate to Settings in your Chrome browser (chrome://settings/) and go to Privacy and security > Cookies and Other Site Data and make sure that the Clear cookies and site data when you quit Chrome is turned off.

Once this setting is turned on, the user shouldn't be prompted for verification every time they log in as long as they click Verify and remember.

If the error still occurs, check the username. If the user name uses a special character surrounded by a space, remove or replace that special character.

For example, if the username is "Johnson & Johnson", try the ampersand with "Johnson and Johnson". That should correct the loop and allow the user to access Centerbase again.