6 digit verification code

[DCIM_Support]

Hello,

Since a few days ago I cannot accces my EcoStruxure IT web portal although I am using the right username/ password (it works with the app).

It says to enter a 6 digit code that I don't recall having it. 

The loggin screen says 'Get a verification code from EcoStruxure App' buit I don't see anywhere in the app to generate thje code.

Any help?

Thanks

Josep Manel Fernandez

(CID:131964625)

[DCIM_Support]

Dear Jose Manuel Fernandez and support team,

I confirm that the above problem does exist.

Therefore, I now go to the above EcoStruxure IT management portal through a web-link in the mobile application EcoStruxure IT. Fortunately, this method is still working 😀.

With respect.

(CID:131964630)

[DCIM_Support]

Yes, accesing from the mobile app allows me to go to the web. But I need to acces the web from a laptop for a demonstartion.

Any idea?

Thanks

Josep M Fernandez

(CID:131964633)

[DCIM_Support]

Hi Jose Manuel Fernandez,

Did you try to log in from a browser on your laptop at https://app.ecostruxureit.com/manage? Enter your credentials. You should then be prompted to authenticate.

Best,

Jackie

(CID:131964709)

[DCIM_Support]

Hi Jackie,

This is exactlñy the URL I am trying. It doesn't work. saem result, keeps asking for a 6-digit code that I don't know how to generate with the app.

Thanks

Josep

(CID:131964871)

[DCIM_Support]

Try logging out of the app. In the bottom right of the log in screen in the app, there is a GET CODE link.

(CID:131965093)

[DCIM_Support]

Hi Jose,

Just so I am making sure I understand the situation it sounds to me like you are trying to have the 6-digit code sent to your phone that you registered with (via SMS message) and you are not receiving that code on your phone? Or is it different than that. 

-Rick

(CID:131965094)

[DCIM_Support]

Jackie Lehr, I have loged out from the app; there is not such option to get the code. I ma running the last App version for android 7.0

Rick Ogren, Yes I am trying to get the code to logi in the ecostruxure It web. It always worked fine untill a week or so ago....

Thanks

Josep

(CID:131965102)

[DCIM_Support]

Dear support,

Is there news on the solution to the above problem?

I completely agree with Jose Manuel Fernandez, this does not work yet ☹️.

With respect.

(CID:131965333)

[DCIM_Support]

Dear Rick Ogren and Jackie Lehr,

I'm using the latest version 1.0.45 of the Android mobile application and the above mentioned problem still exists ☹️. For example, here's what I see after entering the my login and password on the portal:

I.e., I do not receive any push or SMS messages to my mobile device. The only way out of this problem is to use a one-time recovery code (seen in the screenshot). But unfortunately, after that the problem does not disappear and the next time you enter the portal you need a similar procedure.

How soon will the service be restored?

Very thanks for the support.

(CID:131966470)

[DCIM_Support]

Hi Jose Manuel Fernandez,

Please try to log out of the app. 

Then press GET CODE in lower right corner

use the code when logging into the web app

In case the above doesn't work could you get an Admin of the server you are connected to remove you and add you again.

Thanks

Jesper

(CID:131966727)

[DCIM_Support]

Jesper Bjerregård, as mentioned early in my question, this GET CODE button is not enabled in my app (las version running on Android 7.0) / Samsung S7

Thanks

Josep

(CID:131966740)

[DCIM_Support]

Hi Jose Manuel Fernandez,
Did you try the second option where your Admin user delete your user and add you again?

Thanks
Jesper

(CID:131967114)

[DCIM_Support]

Jesper Bjerregård,

Now is worse. I have removed my access and signedup again

I can access the web page

But the app is no longer working -> it's shows up an screen like this>

it attemps to log, I can see the data screen in the background for a while but ....

(CID:131967486)

[DCIM_Support]

Dear support,

Are there any news about the solution of the above problem?

For the Android mobile application version 1.0.46 the problem has not been solved ☹️.

With respect.

(CID:132648133)

[DCIM_Support]

Dear Jose Manuel Fernandez and community,

I solved this problem myself 😀.

The above problem – is a problem with the second factor authentication. To check this, you need to touch Auth button in the EcoStruxure IT mobile app:

If you see No account connected as in the screenshot below, then you really have problems:

Now the SOLUTION to this problem.

1. Go to the management portal https://app.ecostruxureit.com/manage and login to it by Use the recovery code.
2. After login go to the My Profile -> Authentication then press Reset second factor authentication button:
   
3. Logout from management portal and try login again to it. If done correctly, you will be prompted to select the authentication method for the management portal according to instruction Updated authentication method.
4. For example, if you decide to use Setting up 2-factor authentication (recommended method), after successfully executing it in the EcoStruxure IT mobile app touch Auth button and you should see this screenshot:
   
   I.e., this means that everything went well.
5. Try again logout and login to management portal. After entering the correct login/password in the management portal, in your EcoStruxure IT mobile app will appear push notification with the question of whether to allow or deny login to the management portal. I.e., the above problem was successfully solved 😀.

I hope this helps a lot as well as me.

With respect.

(CID:132656233)

[DCIM_Support · Accepted solution]

Thanks , It works after receiving an new app version but before that, again, thes GET CODE buton was not existing at all.

best regards.

JM

(CID:132656243)

[DCIM_Support]

Dear Jose Manuel Fernandez,

This is true if the EcoStruxure IT mobile app of the latest version 1.0.49 and if you successfully did 2-factor authentication, then the initial screen of the mobile app will look like:

Try touching the button Authenticator and you will see the Get one-time code and Delete auth buttons as options, for example:

With respect.

(CID:132656255)

[DCIM_Support]

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