super user missing google authenticator problem

BeymenAdmin — Fri, 01 Mar 2024 11:34:57 GMT

Hello
Google authenticator has been deleted on the phone of a user with super user privileges and cannot log in to sso.paloaltonetworks.com.
What method should we use to solve the problem?
Thanks

Re: super user missing google authenticator problem

BPry — Fri, 01 Mar 2024 21:15:23 GMT

@BeymenAdmin,

The fastest way to deal with this is to have another user associated with the account open a case to have this reset on their end. Support will clear things to restore access relatively quickly and you don't have to go through any additional hurdles.

If that isn't an option, you can utilize the login assistance form and they'll reset things as long as you can verify a serial number or auth code. I've both seen them reach out and verify the request, and I've seen them just do it and let you know things have been reset without verification.

I would hope that they're actively reaching out to an actual listed account contact to verify things at this point, but like I said I've seen it go both ways in the past.

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super user missing google authenticator problem

Re: super user missing google authenticator problem