Fortigate access issue

[Elkomy]

Hello

Anyone available for urgent support 

I have fortigate 81e I have config admin login to fortigate using two factor authentication and now when I login to fortigate I don't receive otp I tried to access it over console it also ask for otp that I didn't receive I need urgent support please 

[dingjerry_FTNT]

Hi @Elkomy ,

What kind of the OTP method are you using? Email? SMS?

To be honest, if you have no access to FGT, we can do nothing to troubleshoot on FGT.

[Elkomy]

Email token

[dingjerry_FTNT]

Is this FGT in production or your lab?  In other words, can we format and reload the image?

Was it working before?  Is it a new configuration? 

[Elkomy]

We can't format as it's production environment 

The customer recently configured the otp himself when we try to login it require for otp and the backup file from 4 months and he make many config change

[sjoshi]

is there any other admin user without 2fa so that you can login and diagnose or that is the only user to login fgt?

[Elkomy]

It was the only user the admin user

[sjoshi]

do you have the working config file of the customer

[dingjerry_FTNT]

BTW, is this FGT in production or your lab?

[Elkomy]

It is production environment