This information helps you troubleshoot your Authenticator! The authenticator works using Cookies. This includes access through the website and Launcher.
I need to replace or reinstall my Mobile Authenticator!
If you replace your Mobile Authenticator app by switching phones, using a different authenticator app, or uninstalling and re-installing the same application, you must remove the Multi-Factor Authentication from your account first or you may lose access to your account.
Remember when you scanned that QR code or confirmed the connection between the app and your account? They shared a secret. That secret key is associated only with that installed authenticator.
Removing the Authenticator:
- Login to your Account on our site.
- Click Security. You may need to enter your password again. Remove the authenticator.
- Uninstall the authenticator on your mobile phone.
- Add it all over again, just like the first time!
I'm entering the correct code, but it says "invalid or already used"!
There's two reasons this can happen. The first is that your Authenticator Is no longer associated with your account. This primarily happens if you remove Multi-Factor Authentication to sign up on a different device, or if you change to email-based Authentication. Once the association is broken, codes your device generates will no longer be valid. See the section on replacing your authenticator above for more information.
The other main reason this can happen is the system time on your device is incorrect. The mobile authenticator's codes are based partially on the time at which they're generated. If there is a large enough discrepancy in the system time on your mobile device and our server time, the codes won't work. Most mobile devices use a remote "time server" to synchronize their time so this isn't a problem, but your device might be using a time server that's sending incorrect information, or may be having trouble connecting to the time server and become desynchronized.
Enable Automatic Time Sync
On Android devices
Ensure "Automatic date & time" is enabled under Settings>System>Date & Time, and that you have the correct time zone selected, or have "Automatic time zone" enabled.
Under Settings go to General>Date & Time, and make sure "Set Automatically" is selected, as well as your time zone.
If that doesn't work or your device is already configured to set time automatically, most Authenticator apps (including the RSI Authenticator) have a time correction function that sync with known-good servers. Check your installed application's Settings menu for more information.
My credentials are correct, but it's not working? Check the Duration!
When logging in with a mobile authenticator, you may have an authenticator error. Your credentials and code may be correct, but you may need to select a Duration. Currently, the new site design does not have a default Duration selected when logging in. You may also get this issue when logging into the site on your smart phone or tablet.
- Log into site Account on your desktop computer.
- When entering the code, make sure to select a Duration for the Authenticator. For example, select month or year.
- A cookie is created locally on your system for the authenticator.
If you have additional issues, you may need to clear your browser cache or sync the mobile authenticator time your desktop.
Authenticator works on the web site, not in the Launcher!
If you have issues in the Launcher, clear the Launcher cache:
Press the Windows key + R on your keyboard.
- Enter the following and click OK: %appdata%\rsilauncher
Select and delete the following folders: "Local Storage" and Cache.
Try to authenticate the Launcher or our site and Account to try logging in.
It's possible you have your cookies blocked by your browser or a third party application. This can affect your Launcher too. Check the cookie settings in your browser and anti-malware/anti-virus applications. This article can help with information for all major web browsers: https://www.wikihow.com/Enable-Cookies-in-Your-Internet-Web-Browser
Clear your browser cache
If you have issues with the site Account login, clear your browser cache. If you need a walk-through, you can search for information on your specific browser. This article can also help out for all major browsers.
I can't complete authentication/Account Recovery on my mobile!
Please try on a desktop, laptop, a non-mobile system. We're investigating possible issues with mobile for generating cookies and handling logins.
Save those Backup Codes!
We recommend you download and save a copy (print out/file) of the Backup Codes. These codes do not expire and let you:
- Login if you forgot your phone or don't have email access.
- Login to remove your authenticator if you uninstalled it on your phone, or changed your email address.
Without those backup codes, if you uninstall the authenticator or lose your phone you will not be able to re-authenticate or reset your authenticator without contacting Support!