KCS - My Google Authenticator Codes Aren’t Working

Issue:

  • Unable to log in using Two-Factor Authentication
  • Login not completing when 2FA enabled

Environment:

  • Clio Web App
  • Google Authenticator

Additional Information:

Clio's Google Auth implementation allows a 'wiggle room' of 5 seconds (e.g. if your phone thinks it's 10:39:59, it will generate the code for 10:39. However, if the real time is 10:40:01, we'll still allow it. But we won't allow it if the real time is 10:40:05)

Cause:

There are a few possible causes for this issue:

Resolution:

  1. Verify that your device's Date and Time are set to Automatic (see here)
  2. Attempt to apply a Time correction (see here
  3. Verify that you are not using a VPN that is based out of a different timezone
  4. Consult this Google Authenticator support article
  5. Contact Clio Support for further troubleshooting

 

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