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The MOST common 'Boilerkey call/issue' of late are due to the user getting a new device.
Boilerkey credentials through the Duo Mobile are tied to the particular device that they were created on. They can not be copied onto a new device either by the user... or malicious actors, this is an intentional security feature.
NOTE: A 'broken' key on the Duo Mobile app is handled the exact same way. This can be the result of a factory reset, and in some cases an update to the phone's operating system. Duo Mobile 'thinks' it's a different phone than before...
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A this point we have 3 courses of action to resolve the issue.
A.) Instruct the user how to use their Boilerkey Self-Recovery Tool to set up their new device (assuming they enabled it)
B.) Remove all of the user's devices from their account, and use the "White 'Authentication Failed' screen" to get them into device setup.
C.) Issue a bypass code, enable SRT (Self-Recovery Tool), set up their new device.
In an ideal world, everyone would have their SRT set up and know how to use it, and we would never need to help anyone when they get a new device. However, SRT isn't a required part of the Boilerkey setup process, so they don't have it setup. Or if they do... they don't know how to use it.
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