Okta - Multifactor Authentication FAQ

This article answers some frequently asked questions in regarding the Okta system and its MFA functionality.
1. What is MFA?

2. What are the options and what is required for each factor?

3. How do I set up my Okta MFA?

4. Can I add or remove factors after my initial setup?

  • Yes, you can access your account and make changes to your profile and multifactor options at https://login.parkland.edu. In order to access your Okta account, you must have access to one of the MFA factors that you set up initially. If you don't, please contact the Tech Service Desk at 217-353-3333. Once you are signed in and authenticated, select the Okta Settings button.
  • Okta - Add and Remove MFA Options 

5. What if I never receive a verification code or push notification?

  • If you are using voice call authentication
    • Make sure you have the Phone factor selected. You will then want to click the Receive a voice call instead link shown below the green "Receive a code via SMS" button.
  • If you are using SMS text authentication
    • You must press the Receive a code via SMS button within the Okta prompt in order to receive the code. 
  • Network issues can cause notification delays.If you haven't received a code after a minute or two, try sending it again or choose another factor.
6. When I am in the Okta Verify or Google Authenticator app, is it normal for the code to keep changing? 
  • This is the intended behavior for any application that utilizes code based MFA. The six digit number rotates often so the codes can’t be guessed or stolen by someone and used to log into your account. When you log in, you can either receive a push notification (Okta Verify only), or enter a code. If you opt for the push notification in Okta Verify, you can ignore the code. Simply tap "Yes, it was me" on the app prompt that will appear. If you instead opt to enter the code, the code you enter is whatever code is currently being displayed in the app.
  • If the code rotates before you can finish typing it in, you will need to clear what you have typed and enter the new code that is in the app. These apps show a space in the middle of the 6-digit code. Do not enter a space when typing in the code. 
7. If I get a new mobile device or new mobile number, what do I need to do to ensure that I am able to authenticate through Okta?
8. Is it recommended that I set up more than one factor? 
  • Yes. We recommend setting up more then one factor in case you lose access to one. This would allow you still sign into Okta and Okta connected services with your alternative factor/s.
9. How do I select which one of my enrolled factors I want to use when accessing a service that is secured behind Okta? 
10. Why do I receive an email messages each time I set up a factor or delete/add a factor? Also, should I be worried if the activity details indicate that my location or operating system is inaccurate?
  • The purpose of the email is to ensure that you are informed when important actions are taken within your Okta account. Since the security of your account is of the utmost importance, if you don't recognize the activity, please contact the Tech Service Desk at 217-353-3333 or techhelp@parkland.edu immediately. Please note that the location listed within the email reflects the location of your internet service provider, not necessarily your physical location. Also, there is a known issue with the wrong operating system being displayed in the confirmation email when attempting to connect to VPN. 
11. What do I do if my account gets locked?
  • For security purposes, your account will automatically lock after ten incorrect login attempts.  You can either call the Tech Service Desk for immediate assistance or wait twenty minutes for your account to unlock and then try again.  

12. How often will I need to re-authenticate?

  • The default time period for an MFA prompt is 24 hours.
  • Please note that the authentication is session based. This means that if you were to use another browser, the same browser in incognito mode, or another computer, you will be prompted to re-authenticate with MFA again.

13. When I’m exiting a Colleague UI session, I’m getting multiple prompts asking if I’m sure I want to leave the page. Is this normal?

  • Unfortunately, this is a known issue with Colleague UI and the cause relates to how they implemented this kind of connection. Ellucian is aware of the issue and are working on a fix. We do not have a timeline for the resolution.
14. Can I use Google Voice or a similar product when enabling my factors?
  • Yes. If the phone number you want to use can receive SMS messages or phone calls, it can be used for the Phone factor. Please note, however, that Google Voice and other similar 3rd party products are not supported by Campus Technologies and are not recommended.
15. Why is the Okta app asking me to enter a domain name?  
  • If it is asking for a domain name, you installed the Okta Mobile app as opposed to the Okta Verify app. Please delete the Okta Mobile app and install the Okta Verify app instead. Okta Verify will not prompt you to enter a domain name.

Tech Service Desk

Room A184, 217-353-3333

Fall/Spring: 7:30 a.m. - 6:00 p.m. M-Th. / 7:30 a.m. - 5:00 p.m. Fridays

Summer: 7:30 a.m. - 6:00 p.m. M-Th

Submit an IT Help Ticket via services.parkland.edu

KeywordsQuestion answer multi factor login reset change update phone sms verify voice call authentication google authenticator multi-factor verification code mfa security key yubikey   Doc ID104431
OwnerSara S.GroupParkland College
Created2020-07-28 14:29 CSTUpdated2023-11-06 17:07 CST
SitesParkland College
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