Authenticator Troubleshooting

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:

1. Login to your Account on our site.
2. Click Security. You may need to enter your password again. Remove the authenticator.
3. Uninstall the authenticator on your mobile phone.
4. Add it all over again, just like the first time!

My email authentication code is not included in the email I received!

This problem appears as your typical, normal Multi-Factor Authentication (MFA) code email but instead of a code there is a blank white box (or similar) where the code would be.  If this is the case for your MFA email, the code is actually there where it should be (in the box) but is hidden due to strange formatting issues in your email client. 

To copy your code you will need to do a copy/paste function on the "blank" box to use it for login purposes:

• Apple Mail or some mobile device email clients -
  Do a "long-press" on the blank space where the code should be to copy it for login use.
  
  
• Others or desktop email clients -
  Click and drag the mouse cursor over the "blank" box as if you were attempting to highlight text for use with copy/paste, then press Ctrl + C or right-click the highlighted text  to open the command menu and select Copy.

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.

On iPhones

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.

1. Log into site Account on your desktop computer.
2. When entering the code, make sure to select a Duration for the Authenticator. For example, select month or year.
   
3. 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:

1. Press the Windows key + R on your keyboard.

2. Enter the following and click OK: %appdata%\rsilauncher

3. Select and delete the following folders: "Local Storage" and Cache.

4. Try to authenticate the Launcher or our site and Account to try logging in.

Cookies blocked?

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, or 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.