Background
On June 26, 2024, IT received numerous reports regarding an issue with the Google Authenticator app where users were unexpectedly signed out. As a result of a Google Authenticator loop issue, users could not sign back into the app and could no longer access their Lab MFA token. Some users reported the loop issue after changing their Berkeley Lab Identity (LDAP) password.
The cause is currently unknown. However, IT has determined a method to prevent the loop issue from recurring moving forward.
Recommended Actions
The instructions below are recommended for all Lab staff to prevent a login loop issue in the Google Authenticator app.
- Open the Google Authenticator app on your device.
- In the top right corner, click on your profile icon.
- Select Use Authenticator without an account. If you do not see this option, you are all set and do not need to continue with the instructions.
- Click Continue.
- On your computer, go to https://identity.lbl.gov/mfa.
- Click the Test link to check that your token works. Once successfully tested, you are done!
For questions related to this announcement, please contact the IT Help Desk via chat at go.lbl.gov/itchat or email help@lbl.gov to open a ticket.
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