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.

Note for administrators: Okta Verify for Windows is only available on Okta Identity Engine.

You're prompted 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:

You receive an error message when you try to add an Okta Verify account: Something went wrong. Please try again

Check the following:

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

If the problem continues, report the issue to Okta (right-click the app icon, and then select Report Issue).

The Account Details page displays an error message: Your device or account was invalidated for use on Okta Verify

Your Okta Verify account is no longer valid, so it can no longer be used. If you have the option to re-enroll, re-enroll your account. Otherwise, contact your help desk if you need additional support.

How do you disable Window Hello?

See Manage Okta Verify accounts on Windows devices. Note that if Windows Hello is required by your organization, you can’t disable it.

After you disabled 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 SettingsExtra Verification (for some users this is SettingsSecurity Methods).
  3. For the applicable device under Okta Verify, click Remove.

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

If you need help, contact your help desk.

When you try to access Windows applications, 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 contacting the help desk?

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 Report Issue. Provide the required information (exclude passwords and other private information), and then submit your report. Logs are included automatically. This data is anonymous can help Okta troubleshoot your problem.

If the Report Issue button is not available, you are not set up to share diagnostic information with Okta.

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