FAQ - Multi-Factor Authentication

Can I use a private device to authenticate?

Yes, it is okay to use a private device for authentication, as long as you use a personal device you don't share with others. We recommend that, if you have a Karnov owned device, to use this device.

Which authentication method should I use?

We recommend that you use the Microsoft Authenticator app with push notifications. This have proven to be the fastest and most user-friendly experience. But you are free to use any of the available methods as long as you use a personal device for authentication.

Can I change my preferred authentication method after I already have activated?

Yes, go to http://aka.ms/MFASetup
From the dropdown menu select Notify me through app
Press Set up Authenticator app

Follow the onscreen guide to set up Authenticator app

When asked to scan QR code in Authenticator app, I get a prompt for URL and code?

On your iPhone go to Settings > Authenticator > enable Camera(allow authenticator app to access your phones camera)

Why do I not get a notifications from the Authenticator mobile app when prompted for MFA verifications?

Check that you have enabled notifications for the Authenticator app. On iPhone go to Settings > Authenticator > Notifications > enable 'Allow Notifications'

How often should I authenticate with MFA?

You will be prompted to authenticate with MFA, the first time you login on a new device(phone/laptop/tablet). You may be asked to authenticate for each of your SSO products(Yammer, OneDrive, Outlook, Freshdesk etc) the first time you sign-in,

You are required to re-authenticate, every third month when you change password.

It is not intended that you authenticate with MFA each time you access any products every day, if you have that experience, then please raise a ticket@karnovgroup.com. 

I get prompted to enter my password, but my password is not accepted.

You may have integrations between SSO products(Outlook, OneDrive, OneNote etc.) to other products(Skype for Business, ActiveSync) or devices like smartwatches, that doesn't support two-step verification. If an app isn't prompting you to enter a security code when you sign in, you may be able to sign in with an app password instead. An app password is a long, randomly generated password that you provide only once instead of your regular password when signing in to an app or device that doesn't support two-step verification.

See this guide on how to create a app password: https://docs.microsoft.com/en-us/azure/active-directory/user-help/multi-factor-authentication-end-user-app-passwords#create-and-delete-app-passwords-using-the-office-365-portal

My calendar appointments disappeared

If you are using the native Apple Calendar app, then you will notice that we have removed your Karnov calendar items. These are instead listed in the Outlook app. The native Apple Calendar app isn't working properly with two-step authentication, so it is decided that we do not provide support for this integration anymore.

If you have a private calendar from iCloud, gmail or other platforms, that you wish to combine with your work calendar, then feel free to add any calendar into the Outlook app. We have created a guide for you on how to do this: Add your iCloud(& other calendar accounts) to Outlook for iOS.

My contacts disappeared

The native Apple Contacts app have previously synchronized your Karnov Group contacts using basic authentication methods, this integration doesn't work properly with two-step verification, so it is decided that we do not provide support for this integration anymore. 

Instead we have pushed a configuration into your Outlook mobile app to synchronize your saved contacts from Outlook into your native Apple Contacts app, this also include the contacts in the Phone, Messages and FaceTime apps. 

You may notice that the contacts synchronized from Outlook are 'read only' in the Contacts app You should add, edit and delete your Karnov Contacts from Outlook(desktop or mobile app) and you will find that the changes are synchronised to your Apple Contacts app.

See this guide on how to lookup people with the Outlook app: Search for people in the organisation through Outlook mobile app.

I'm not able to look up colleagues in the Global Address List in contacts anymore

The Global Address List is not available in the Apple native contacts app anymore, this is because the integration used basic authentication and don't work properly with two-step verification.

Instead you should use the outlook app and search for people there. You will be able to lookup all their contact details and if you select 'Add to Contacts'(scroll to the bottom of the profile page), then the contact details will be synchronized to your native contacts app.

See this guide on how to lookup people with the Outlook app: Search for people in the organisation through Outlook mobile app