Reset Multi-factor authentication (MFA) or Pair a New Device

Reset MFA or Pair a New Device

If you need to setup multi-factor authentication for a second to either reset an existing device or pair a new device (i.e. user was issued a new phone), follow the instructions below: 

  1. To set up a new MFA code, log into the respective system.
  2. On login, the screen will prompt you to enter your 6-digit code.
  3. Click the link to receive a one-time code via email.

  4. After you receive the code, enter the 6-digit code into the 2-Factor Authentication text box.
  5. Click login.
  6. Go to My Profile.
  7. Click on Multi-factor Authentication under related links.

  8. Open Google Authenticator on your phone.
  9. Tap Scan Barcode and then point your camera at the QR code on your computer screen.
  10. Enter the 6-digit verification code on your mobile device.
  11. Click Pair Device and Login.
    The new device is now paired and will refresh every 30 seconds.

For detailed information on multi-factor authentication, refer to KB0551338. 

 Frequently Asked Questions

Q. What if I do not own a smartphone?

A. Using a smartphone is the recommended way to use MFA on HI. If you do not own a smartphone, you may use the Chrome browser Authy extension to set up and use MFA. Download and add the extension to your Chrome browser. Then, set up an account and master password with the Chrome extension before you set up the MFA for HI with the extension.

Q. I do not use Chrome for my day to day activities and use Firefox heavily. Is there an Authy plug-in for firefox that I can use?

A. Currently a browser based Authy plug-in is not supported on Firefox. However, you can install the Authy Plug-in through the Chrome browser and once set up on your machine, the Authy app can be used as stand alone without using the chrome browser for generating the code that you can use in your Firefox browser to log on to HI for MFA.

Note: After you have installed the app, from devices section in the app ensure you have Multi-Device option selected.

Q. Do you have a video that demonstrates how to use & set up MFA for my HI account?

A. Please click on this video to familiarize yourself with MFA.

Q. What if I do not have a smartphone while logging in?

A. After the initial pairing, if you forget your smartphone or do not have a smartphone available, you can email yourself a code to login.

Q. Can I use a desktop app instead of a mobile device to set up the multi-factor authentication and login?

A. You may use the Chrome extension AUTHY or google authenticator to set up MFA.

Q. What should I do if my Google Authenticator codes aren't working for my desktop app?

A. Change the preference on your laptop to set the time automatically instead of manually setting the time yourself. If the time is off by a minute or more the codes will not since they refresh every 30 seconds.

Q. Can I enter the code and my password in one login screen instead of two different screens?

A. Yes. After initial setup, you can enter your password followed by the 6-digit code in the first login screen to log in

Q. What should I do if my Google Authenticator codes aren't working (ANDROID)?

AThis might be because the time on your Google Authenticator app is not synced correctly.

To make sure that you have the correct time:

  1. Go to the main menu on the Google Authenticator app.
  2. Click Settings.
  3. Click Time correction for codes.
  4. Click Sync now.

On the next screen, the app confirms that the time has been synced and you should now be able to use your verification codes to sign in. The sync only affects the internal time of your Google Authenticator app and does not change the Date & Time settings on your device.

Q. Can I turn it off?

A. This is not allowed.





Article Information

Last Updated:2019-05-21 11:39:27