Okta QR Code Scanning Issues and Activation Process

Environment

Okta enrollment process using Okta Verify application

Issue

• When scanning the first QR codes on the Okta enrollment page from within the Okta Verify app, I receive a "Failed to scan QR code" error.
• When scanning the QR code, you receive an error: "Site can't be reached", or similar. 

Resolution

Nothing Happens When Scanning

• If you are scanning the QR Codes on Step 1  of the Okta enrollment process where there are 2 QR codes on screen, but already have Okta Verify installed nothing will happen. 
  • Click the "Continue" button to proceed to the next page.
  • On the next page, you will see a single QR code with the Block M logo in the center.
  • Scan this QR code using the Okta Verify app to complete the activation and setup process.
    • This screen lets you send an SMS activation link if you're having trouble with the Activation QR code. You can find the link above the QR code, and it can be used instead of the QR code if necessary.

"Failed to scan QR code" Error

The QR codes displayed during Step 1 of the Okta enrollment process (see related knowledge article) is intended for downloading the Okta Verify app and is not meant to be scanned from within the app itself.

To successfully complete the setup, follow these steps:

1. On the page showing two QR codes (one with the Apple logo and one with the Google Play store icon), do not scan these codes from within Okta Verify.
2. Click the "Continue" button to proceed to the next page.
3. On the next page, you will see a single QR code with the Block M logo in the center.
4. Scan this QR code using the Okta Verify app to complete the activation and setup process.
   1. This screen will also allow you to send SMS activation link. The link to do that is above the QR code. This can be used in place of the QR code if needed. 

General Tips

• Use your phone's built in Camera app to scan the QR codes to download the app. Third Party apps sometimes have issues with scanning.
• Scan the activation QR code using the Okta Verify App

"Site can't be reached" or similar errors

• Please contact ITS for assistance with these errors.

Additional Information

Need additional information or assistance? Contact the ITS Service Center.