MFA & Authentication Troubleshooting
Overview
Use this guide to find help with common P1 authentication and MFA issues.
MFA adds another layer of security when signing in to your P1 account. For P1 SSO, an authenticator application generates a six-digit code that you enter during authentication.
Select the option below that best matches your issue. If the recommended troubleshooting steps do not resolve the problem, contact the Help Desk.
Choose your issue
| Issue | What You Need to Do |
|---|---|
| Reset MFA / OTP | You lost access to your MFA method, replaced your device, or your MFA codes are no longer accepted. |
| Set Up MFA on a New Device | You have a new phone or need to move MFA to another device. |
| Invalid Authenticator Code | Your six-digit authenticator code is not being accepted. |
| Reset or Set Up Your Password | You forgot your password, your password is not working, or you created your account without setting a password. |
| Account Locked or Temporarily Disabled | Your account is locked or temporarily unavailable after unsuccessful sign-in attempts. |
| Account Disabled or X509 Certificate Error | Your account is disabled, or you receive an X509 certificate error. |
| YubiKey Troubleshootings | Your YubiKey is not detected or is not working during authentication. |
| DUO Authentication Troubleshooting | You are not receiving a DUO request, a request has expired, or you need to use a new device. |
| Other Authentication Errors | You are experiencing a sign-in loop, another authentication error, or can authenticate but cannot open an application. |
Helpful resources
Authentication and application access
Authentication and application access are different.
- Authentication confirms your identity when you sign in to P1.
- Application access determines which P1 applications and services you are authorized to use.
Successfully authenticating to P1 does not automatically provide access to every P1 application.
If you can successfully authenticate but cannot access an application such as Mattermost, Jira, or Confluence, see the appropriate application access documentation or contact the Help Desk.
Mobile app configuration
If you access Mattermost from a mobile device, use the P1 ChatOps mobile app. All P1 mobile Mattermost operations must use the P1 ChatOps mobile app.
The legacy standalone Mattermost mobile app is deprecated and unsupported. It will not reliably receive server push notifications.
Mobile authentication for IL4
To access Mattermost IL4 through the P1 ChatOps mobile app:
- Sign in using your standard P1 username and password.
- Complete MFA when prompted.
AppGate is not required** for IL4 mobile access. A CAC is not required for IL4 mobile access.
WARNING
Do not use the legacy standalone Mattermost mobile app. Use the ** P1 ChatOps mobile app** for supported mobile access and server push notifications.
When to contact the Help Desk
If the troubleshooting steps in the applicable article do not resolve your issue, contact the Help Desk.
When requesting assistance, provide:
- The P1 application or service you are trying to access.
- A description of what happens when you try to sign in.
- The exact error message, if available.
- A screenshot of the error, when possible.
- The troubleshooting steps you have already completed.
Protect your account
Never include the following in a Help Desk request:
- Passwords
- Current MFA or OTP codes
- MFA QR codes
- Recovery codes
- YubiKey PINs
- Other authentication secrets
The Help Desk may send secure MFA setup, password reset, or verification links to the email address associated with your P1 account. Follow the instructions in the message to complete the requested action.