QR Code not available

  • Resolved wrknight

    (@wrknight)


    5 years, 6 months ago

    I am trying to set up 2FA on Google Authenticator for my website login access with Wordfence, but I cannot find any QR Code on the login security page as the instructions tell you or any other Wordfence page. Without the QR Code, I cannot set up 2FA.

    Where do I find a QR Code to set up with Google Authenticator?

    • This topic was modified 5 years, 6 months ago by wrknight.

    The page I need help with: [log in to see the link]

Viewing 5 replies - 1 through 5 (of 5 total)
  • Plugin Support wfpeter

    (@wfpeter)

    5 years, 6 months ago

    Hi @wrknight and thanks for getting in touch,

    This certainly seems like a theme or plugin causing a Javascript issue so that Wordfence’s scripts also fail to load.

    Try disabling all plugins except for Wordfence to see if you’re able to see the QR code in “Step 1” on the Login Security > Two-Factor Authentication. If so, reactivate your other plugins one by one to see which one is causing the problem. To do so I recommend the Health Check & Troubleshooting plugin which allows you to disable all plugins and switch to a default theme, but only for your user to prevent downtime for other site visitors.

    Thanks,

    Peter.

    Thread Starter wrknight

    (@wrknight)

    5 years, 6 months ago

    I deactivated all other plugins with no effect.

    There is no step 1 under Login > Two Factor Authentication. 2FA is shown to be active. My only option is to deactivate it.

    Plugin Support wfpeter

    (@wfpeter)

    5 years, 6 months ago

    Hi @wrknight, thank-you for your feedback.

    I understand now that 2FA already appears as active rather than the missing QR code being a display issue.

    If you are the main/only administrator and are not being prompted for 2FA when signing in, and you have no record of a valid authenticator code or recovery codes, it is worth trying to deactivate 2FA and setting it up again from scratch by following the instructions on the Login Security page. Let me know first if your actions are likely to affect other site administrators negatively.

    If the process above is not possible, or you cannot set 2FA even after deactivating it, please let me know further information such as whether you’re using Wordfence Central or this is part of a multisite setup and we’ll go from there.

    Thanks,

    Peter.

    Thread Starter wrknight

    (@wrknight)

    5 years, 6 months ago

    Here’s the situation. 2FA was activated about a year ago and I have been using the Google Authenticator app on my cell phone to log in successfully since that time. However, I purchased a new cell phone and installed the Google Authenticator app on it only to find out that it won’t work because it has to scan the QR Code which is not available.

    Plugin Support wfpeter

    (@wfpeter)

    5 years, 6 months ago

    Hi @wrknight, thanks for the extra information.

    Unfortunately, the Google Authenticator app doesn’t let you take codes across devices like others such as Authy do, so the only option would be to disable and set 2FA up from scratch so that you can once again scan the QR code to your device.

    I would normally provide instructions on how to re-access the WordPress admin area under these circumstances but as you have access to get back to Wordfence right now I will assume you have no trouble accessing the admin area.

    Thanks,

    Peter.

Viewing 5 replies - 1 through 5 (of 5 total)

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