Troubleshooting Passly Authenticator - Android & iOS

Passly endpoints supports the Passly Authenticator App on iOS & Android.

• Android supported App: https://play.google.com/store/apps/details?id=com.passly.authenticator&hl=en_CA&gl=US 
• iOS supported App: https://apps.apple.com/us/app/passly-authenticator/id1506832710 

We recommend using the latest Passly Authenticator on the device. Click the link above on your mobile device to verify your version installed.

Note: If you were a legacy AuthAnvil Authenticator user we would recommend switching to the Passly App. The legacy AuthAnvil Authenticator has reached it's end of life. 

Android Checklist 

• Make sure internet connection is established (submit any search query in browser and watch the results). If you watch pushes to be sporadically delivered on Android platform, this might be connected with constant network drops.

• Check device time zone / date and time are automatically set (usually available at system Settings → General management → Date and time):

  

  Make sure Notifications are enabled (usually available at system Settings → Apps → Passly Authenticator → App info → App notifications):

  

• Make sure generic battery optimisation is turned off for Passly Authenticator App (usually available at system Settings → Apps → Passly Authenticator → App info → Battery → Set unrestricted):

  

• Setup Passly authenticator to never be optimised by battery saver when in background (usually available at system Settings → Battery and device care → Battery → Background usage limits → Never sleeping apps → Add Passly Authenticator):

  

  

• Reboot Android device, then Open / close Passly authenticator once

iOS Checklist

Make sure internet connection is established (submit any search query in browser and watch the results).

• Make sure notifications are enabled for Authenticator app (system Settings → Notifications → Passly → align settings with the screenshot):

  

  

• Update to the latest OS version (system Settings → General → Software Update → Check OS version is up to date):

  

  

• Reboot iOS device, then Open / close Passly authenticator once

If the issue presents try in the following order: 

1. Re-add soft token:

   1. In user profile (on user side) or in Directory Manager (on admin side) reset soft token for the account

   2. On user side in Authenticator App remove the soft token, then authorise on the Portal and setup soft token again

2. Reinstall Authenticator App

3. If nothing helped please collect and provide the info:

   1. Account ID

   2. Android / iOS system version

   3. Mobile device model

   4. Classify the issue:

      1. Push notification toast (system UI on Home Screen) is displayed slow when Authenticator is closed.

      2. Push notification toast (system UI on Home Screen) is not displayed at all when Authenticator is closed.

      3. Push notification toast (system UI on Home Screen) is displayed slow when Authenticator is in background (Authenticator presents in system tray but is not active).

      4. Push notification toast (system UI on Home Screen) is not displayed at all when Authenticator is in background (Authenticator presents in system tray but is not active).

      5. Passly in-app Approve / Deny popup is displayed slow when Authenticator opened.

      6. Passly in-app Approve / Deny popup is not displayed at all when Authenticator opened.

      7. Application crashes and nothing happens.

   5. Clarify the context of the issue:

      1. Did everything work as expected before?

      2. If everything worked before, could you remind the Date it went wrong?

      3. If everything worked before, could you remind the Event leaded to the issue? (e.g. OS system update, addition of new soft token, Application / Portal update, Time zone change when travelling).