Support Portal - email token

[RiccardoS]

Hi all,

apologies if this is not the correct board.

It is almost three weeks that one of our accounts does not receive the email with the token.

The issue at the start was for both our account, now only one seems to have the problem.

Difference is that this one is IAM login.

Anyone is having the same issue?

Thanks,
Riccardo.

[AEK]

Hi Riccardo

Bear in mind that if you enter a wrong password then support portal still ask you for the token (and in that case you will not receive it). This is made like that for security reason.

So fist thing to do is to make sure that your password is correct, otherwise if you are not sure then try to follow the reset the password procedure from the login screen.

[RiccardoS]

Hi AEK,

thank you for you reply.

Password is correct. Issue started after the implementation of the 2FA from Fortinet.

We used to receive the token after the implementation. Then stopped for both the accounts, and now is working again for the one the use only email.

We have also already did reset the password multiple time via the support, but issue is still there.

Riccardo

[Toshi_Esumi]

Let us clarify some things. When you say "both accounts", you mean you have two accounts one is an email login account and another is IAM login account with a different email address. Right?
Then with the IAM account, you originally got email at the 2nd email address (not the email login account's email address) when you reset the password and followed the link to set a new password in order to confirm the email address.
Then, only after that you've chosen the email token method, not the fortitoken method, to set the 2FA. And, are you saying you can't get the token email when you login again with the IAM account after that?

As you know, the email login account doesn't have the email token option for the 2FA and only the fortitoken is an option.

Also, I had some problem in the past when an old email account and a newly created IAM account had the same email address. I would avoid that although no description about it anywhere.
I would test by creating the third account (IAM) with a completely new email address to see the same problem happens with your Account ID. Then if the problem persists, only way to fix is to get help from CS(Customer Service) group by opening a CS ticket.

I struggled with this in quite a good deal when I migrated about 20 account users from email accounts to IAM accounts. I didn't use the migration method but deleted email accounts and created new IAM accounts with the same email addresses. Now only one email account left is the original master account.

Toshi

[badnerone]

Hi,

I got same issue like RiccardoS and at moment I still have issue, IAM user not receiving token's email too. I tried different email addresses, with no results.

Giuseppe

[youngborisvo]

I also encountered a similar problem to RiccardoS. Even after I tried to change my password and log in with the correct new password, I still could not receive the email token. For this reason, I asked for help and described the situation I encountered. The customer service They also helped me several times, but still couldn't solve it, so the customer service team opened a ticket for me. After that, I received a reply from the support team. The letter only listed that I tried to change the password several times, but it failed to change with the correct password. token login event record, and asked me to add noreply@fortinet-notifications.com to the recipient whitelist of the email system. I cooperated and did so. Sure enough, I finally received the token; I hope the above experience will be helpful to you. !

[Andrew-Love]

I have been experiencing this same problem since the day we moved to IAM, back on 6/26/24.

TL:DR: Fortinet Support continues to place the blame on the enduser. 

Below is a summary of our conversation as I understood it:

1. IAM Email Token Issue Not Recognized as a Global Outage:
   When I initially opened this ticket in July, I was told that this problem was related to a global issue with IAM email tokens. However, per today’s 10/22/24 conversation, the global issue was determined to be customer-related, stemming from a misunderstanding of how MFA works.
   I want to be clear: the issues I’ve been reporting are not user errors, and I fully understand how MFA functions.
   
   
2. Engineering Team Not Involved:
   Despite being told the engineering team is working the ticket, they have never been engaged and are not responsible for the website issues.
   The development team provided logs showing token timeouts or bad password attempts, but these logs do not match the login behavior I’ve observed during failed sign-in attempts.
   
   
3. Mobile Phone as a Potential Cause:
   My mobile phone was questioned as a potential root cause. I experience these issues across various Wi-Fi networks and mobile carriers.
   To eliminate any doubt, I have switched mobile carriers, reset my phone to factory defaults multiple times, and reinstalled the phone O/S with a fresh image from Google’s Developer Network via ADB.
   This problem still persists.
   
   
4. FortiToken Mobile App Version:
   The installed version of the FortiToken was questioned as a potential root cause, in another attempt to place blame on the end-user. FortiToken Mobile app is running version 5.3.4.0090, with no updates available from the Google Play Store.
   
   
5. Failure to Receive Email Tokens:
   Despite setting up a whitelist in the Microsoft tenant to prevent email delivery issues, I still fail to receive MFA all email tokens.
   When this occurs, there are no corresponding O365 Exchange message traces, indicating that Fortinet is not sending the emails to our tenant.  This issue was not addressed, and not explanation was provided.
   
   
6. Email Token Authentication Problems:
   As mentioned, I’ve already whitelisted the MFA token email address <noreply@fortinet-notifications.com> in the Microsoft tenant. I have go as far as reinstalled the O/S on my computer to ensure there are no local issues.  Problem persists and no explanation was provided.
7. Additional FortiCloud Accounts:
   Due to the ongoing token problems impacting my work, my boss created two different FortiCloud accounts for me.
   Account 1: FortiToken Push
   Account 2: Email token to be used as a backup when the push tokens fail
   I had planned for a 3rd account. However, I’ve been informed that there is no option for FortiToken manual entry.  No explanation was provided as to why this is not an option.
   
   

To eliminate any further doubt that this is an end-user issue, I requested a complete list of all troubleshooting steps, screenshots, logs, and computer recordings required.
I requested they provide this list so I can ensure everything on my end is fully covered, proving without a doubt that I am not the root cause for these problems.

The AMER CS director Noelia Victa, has not responded to my email update and has not provided an answer to these questions.