Troubleshoot the Authentication events

When you identify access issues, you can generate a report with authentication logs for the impacted user. If those issues refer to a specific device type, you can also apply an additional filter to display the user’s authentication attempts performed with this device.

After you create the authentication logs report, you can also download a csv file with the results to save it and share it with other members of the IT team for further investigation.

Troubleshoot user events

Follow this instruction to troubleshoot user access issues.
  1. In the navigation menu, select MFA > Authentication Events.

    The authentication events report displays the unfiltered authentication logs.

  2. To enter the report criteria, click the filter icon, and, next, click Add Report Metric (+).

    The list of available filtering conditions displays.

  3. From the list of criteria, select User, and enter the username of the user who experiences access issues.
  4. To add an additional criterion, click Add Metric.
  5. From the list of criteria, select Device Type, and, next, select the device that was used for the secondary authentication.

  6. Click View Report.

    The report matching the entered conditions displays on the authentication events page.

  7. To export the results to the csv file, click Download CSV.

    The Authentication events compressed CSV file is saved to the location where your browser saves downloaded files.

Troubleshoot integration events

Follow this instruction to troubleshoot integration access issues.
  1. In the navigation menu, select MFA > Authentication Events.

    The authentication events report displays the unfiltered authentication logs.

  2. To enter the report criteria, click the filter icon, and, next, click Add Report Metric (+).

    The list of available filtering conditions displays.

  3. From the list of criteria, select Integration, and enter the name of the integration that couldn’t be accessed by users.
  4. Click View Report.

    The report matching the entered conditions displays on the authentication events page.