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KB40823 - TOTP (Google Authenticator) fails with error "Login failed. Incorrect Token"

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Last Modified Date7/25/2017 8:08 PM
Synopsis
This article describes an issue with login failure using TOTP.
Problem or Goal
When attempting to login using the TOTP (Google Authenticator), the end user may experience below error message: 
Login failed. Incorrect Token.
User-added image
In the user access log, the following error message will appear: 
2017-07-25 07:01:59 - ive - [xx.xx.xx.xx] Pulse(Users)[Users] - Login failed using auth server TOTP 
(Time based One-Time Password (TOTP) Server).  Reason: Login failed. Incorrect token.
Cause
This issue occurs when there is a time sync between the VPN device and the mobile device on which the google authenticator application is installed. If the time on VPN device and the mobile device doesn't match then the users may expect above message.
 
Solution
To resolve this issue, please ensure that the time stamp matches between the VPN device and the mobile device on which Google authenticator application is installed.

To resolve this issue, please follow the steps below:
  1. Login to the PCS admin console
  2. Navigate to System > Status > Overview > System Date & Time
  3. Click Edit
  4. Select Time zone
  5. Configure Use NTP Server or Set Time Manually
  6. Click Save Changes
Note:  Pulse Secure recommends to use a NTP server to avoid time drift issues in the future.  Please follow KB44866 - NTP Best practices & recommendations.
Related Links
Attachment 1 
Created ByRajesh Mittalal

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