Troubleshoot Okta Verify on Windows devices

Learn how to troubleshoot Okta Verify problems on Windows devices and how to report issues.

If your problem persists, contact your help desk.

You receive a prompt to install Okta Verify or add an account but it already exists

Complete one of the following tasks:

• Enable user verification (biometrics) in Okta Verify:

  1. Click the applicable account.

  2. Click Enable Windows Hello.

  3. Try to access the app again.

• Install Okta Verify on a different device, enroll in Push and TOTP, and then use this device to access the app.

Can you install Okta Verify on multiple devices and add the same accounts to each installation?

Yes. See these procedures:

• Add your existing Okta Verify account to an Android device using Bluetooth

• Add your existing Okta Verify account to an iOS device using Bluetooth

• Add your existing Okta Verify account to a macOS device using Bluetooth

• Add your existing Okta Verify account to a Windows device using Bluetooth

You receive an error message when you try to add an Okta Verify account

Check the following:

• Make sure that your device has internet access.
• From a browser, open your End-User Dashboard and make sure that you can sign in.
• Make sure that you entered the correct sign-in URL.

If the problem continues, report the issue to Okta. To do this, right-click the app icon, and then select Send feedback.

The Account Details page says that your device or account was invalidated for use on Okta Verify

Your Okta Verify account is no longer valid, so it can't be used. If you have the option, re-enroll your account. Otherwise, contact your help desk.

How do you disable Windows Hello?

See Manage Okta Verify accounts on Windows devices. If your organization requires Windows Hello, you can't disable it.

After you disable Windows Hello, the option Sign in with Okta FastPass option still appears in the list of authenticators, but it's not working

Disable Windows Hello in Okta Verify, and then enable it again.

See Manage Okta Verify accounts on Windows devices

If you don't want to use Windows Hello on your device and user verification (biometrics) is required:

1. From a browser, open your Okta End-User Dashboard.
2. Go to Settings > Extra Verification (for some users this is Settings > Security Methods).
3. For the applicable device under Okta Verify, click Remove.

If you want to enable Windows Hello again, you need to enable user verification (biometrics) in Okta Verify.

Contact your help desk if you need support.

When you try to access Windows apps, the first user verification attempt with Windows Hello fails or is unresponsive, but the second attempt works

This is a known issue. In some scenarios, Okta Verify fails to properly activate Windows Hello and bring it into focus.

If this occurs, click the Windows Hello prompt to bring it into focus before interacting with the biometric sensor.

After you delete Okta Verify, can you reinstall it and set it up without help desk support?

Yes, if you have administrator permissions.

If your enrollment fails, contact your help desk.

How do you report Okta Verify issues?

In the Windows system tray, right-click the Okta Verify icon, and then click Send feedback and provide the required information (excluding passwords and other private information). When you submit your report, logs are included automatically. This data is anonymous and can help Okta troubleshoot your problem.

If the Send feedback button isn't available, your org isn't set up to share diagnostic information with Okta.

See Share diagnostic information with Okta and Send Okta Verify feedback from your Windows device.