Okta - Known Issues (and Fixes)

Below are known issues with Okta and available fixes or workarounds. If your issue is not listed here, contact the Eagle Help Desk.

macOS

Okta Verify FastPass and Security Key or Biometric Authenticator not working

Known affected apps:

• Mail
• Cisco AnyConnect Secure Mobility Client
• Adobe Creative Cloud (CC)
• Any app using an embedded web browser to show the authentication prompt, such as Teams or Outlook for Mac — these windows are smaller and cannot be resized

Fix: Okta is aware of this issue. Use Get a Push or Enter a Code instead. You must have Okta Verify set up on an iOS or Android device to use either of these options.

All Platforms

Push notification not received or timed out

If the Okta Verify push notification does not arrive or expires before you can approve it:

• Check that your phone has an active internet connection (Wi-Fi or cellular).
• Check that notifications are enabled for the Okta Verify app in your phone's settings.
• On the login screen, click or tap Send Push Again to request a new notification.
• If push continues to fail, select Enter a Code Instead and enter the one-time code displayed in the Okta Verify app on your phone.

Locked out after switching phones

If you got a new phone without first removing your old device from Okta, you may be locked out of your account.

• If you still have your old phone, open the Okta Verify app and remove your UWL account. See Okta — Remove Authenticator Before Getting a New Phone.
• If you no longer have access to your old phone, contact the Eagle Help Desk to reset your authentication methods.

Account locked after failed login attempts

Your account will be temporarily locked after multiple failed login attempts.

• Wait 30 minutes and try again.
• If you have forgotten your password, see Account — Change or Reset Your Password.
• If you believe your account was locked due to unauthorized access, contact the Eagle Help Desk immediately.

Password expired or forgotten

UWL passwords expire every 365 days. If your password has expired or you have forgotten it, see Account — Change or Reset Your Password for step-by-step reset instructions.

Tip: Add a secondary email address to your Okta account so you can receive password reset codes even if you lose access to your UW email. See Okta — Add a Secondary Email Address.

Windows

YubiKey not recognized — "Failed connecting to the YubiKey"

If YubiKey Manager displays a "Failed connecting to the YubiKey" error on Windows:

1. Close YubiKey Manager.
2. Right-click the YubiKey Manager icon and select Run as Administrator.

For full YubiKey PIN change and reset instructions, see Okta — YubiKey PIN (Change or Reset) (opens in new tab).

Still Having Trouble?

Contact the Eagle Help Desk:

• Phone: 608-785-8774
• Email: helpdesk@uwlax.edu
• Hours: Monday–Friday, 7:30 a.m.–4:30 p.m.