Forti Authenticator Exception error

[KDS_IT]

Few of my users are experiencing the following scenario:

Logged in to the laptop on premise and have their OTP tokens cached to local machine. OTP is reporting that those are valid on the user login screen.

When working from home they are getting an exception error and are not able to log back in to their devices even though the OTP has local cache.

I have tried following:

- cleared local cache

- re-installed Forti Auth

- log user back in on premise to make sure local cache is created

In this case user would be able to log back in but after some time the issue comes back.

As of now I have not a desirable workaround:

User logs in with local admin account then connect to VPN then switches Windows User to their user and is able to login.

What is the best way to resolve it? I want to keep my users safe and for them to keep using OTP.

[Markus_M]

Hello KDS_IT,

where is the exception visible? This is I believe seen on the local computer with the users having the FortiAuthenticator agent for Windows installed?

The logs of the Agent might help to see more on the exception.

Best regards,

Markus