2FA Access Issues

oysterquartz · 22 Mar 2017, 01:43 AM

Hello all,

Trying to login to my Runbox account with 2FA.

I'm getting repeated Error: Wrong totp warnings and I am locked out.

Is this an issue for anybody else?

I'm using Authy on Android and iOS and it is working fine with all other services.

oysterquartz · 22 Mar 2017, 10:43 PM

Hello Runbox Support Team,

I assume, from the EMD thread, that you are having persistent problems.

I still can't login to Runbox Webmail with 2FA.

I still get an Invalid TOTP code error but the code is, in fact, correct and generated with Authy.

This is quite concerning.

I've filed a support request (yesterday morning) but have not received a reply.

Thoughts? Resolutions?

beeboy · 23 Mar 2017, 12:05 AM

Sometimes I need to synchronize the time with google authenticator or I will get that error.

oysterquartz · 23 Mar 2017, 01:24 AM

Quote:

Originally Posted by beeboy

Sometimes I need to synchronize the time with google authenticator or I will get that error.

How would I synchronise the time? Using a code through its 30-second lifespan doesn't work with Runbox (as of a couple of days ago).

Same app (Authy) and tokens work flawlessly with every other service.

More worrisome, zero feedback or responses from Runbox support in over 24 hours.

beeboy · 23 Mar 2017, 03:42 AM

I don't know about authy but google authenticator has the "sync time" button in settings.
I've found some logins more sensitive to time accuracy than others.

dbowdley · 23 Mar 2017, 08:26 AM

oysterquartz,

Have you submitted a support ticket about this? If you have only mentioned it here then you should be aware this is not an official Runbox support forum and our support activities are focused at https://support.runbox.com

Setting the time is crucial as beeboy has said. There is no tolerance outside of the correct 30s period for entering incorrect codes. We may look at this if it affects too many people, but so far only a handful have got in touch with us and in most cases it was a time sychronisation problem.

oysterquartz · 24 Mar 2017, 03:36 AM

Quote:

Originally Posted by dbowdley

oysterquartz,

Have you submitted a support ticket about this? If you have only mentioned it here then you should be aware this is not an official Runbox support forum and our support activities are focused at https://support.runbox.com

Setting the time is crucial as beeboy has said. There is no tolerance outside of the correct 30s period for entering incorrect codes. We may look at this if it affects too many people, but so far only a handful have got in touch with us and in most cases it was a time sychronisation problem.

Yes, I submitted a report several days ago. Added a comment a day ago. No reply.

dbowdley · 24 Mar 2017, 03:48 AM

Quote:

Originally Posted by oysterquartz

Yes, I submitted a report several days ago. Added a comment a day ago. No reply.

I believe we have just replied to your ticket now. You submitted the original ticket on 21-Mar-2017 it seems. Apologies for the delay.

oysterquartz · 24 Mar 2017, 04:28 AM

Quote:

Originally Posted by dbowdley

I believe we have just replied to your ticket now. You submitted the original ticket on 21-Mar-2017 it seems. Apologies for the delay.

Many thanks. Received your reply and replied in turn.

Joseph3_98 · 13 Apr 2017, 04:37 AM

The same thing is happening with me...my account got hacked, and was used to spam people, so I decided to give the list of one-time passwords a try when support reopened my account and let me reset my password. I thought I would try 2FA at that point, because the e-mail was important to me.I tried using several of the one-time passwords from the printout that I generated when I set the thing up for 2FA.

My main *password* worked fine. None of the half-dozen or so different OTPs or my Unlock Code worked, and so now I'm locked out of my account, with no way of either getting back in or trusting the 2FA process on Runbox ever again.

Thanks bunches, guys.

I have already submitted a support ticket, and I'm awaiting a reply.

dbowdley · 13 Apr 2017, 05:11 AM

We are looking in to this now for you, and there is a reply to your support ticket.

I can't post account specific information here for privacy reasons.

22 Mar 2017, 01:43 AM	#1
oysterquartz The "e" in e-mail Join Date: Feb 2002 Location: Athens Posts: 2,402	2FA Access Issues Hello all, Trying to login to my Runbox account with 2FA. I'm getting repeated Error: Wrong totp warnings and I am locked out. Is this an issue for anybody else? I'm using Authy on Android and iOS and it is working fine with all other services.

22 Mar 2017, 10:43 PM	#2
oysterquartz The "e" in e-mail Join Date: Feb 2002 Location: Athens Posts: 2,402	Hello Runbox Support Team, I assume, from the EMD thread, that you are having persistent problems. I still can't login to Runbox Webmail with 2FA. I still get an Invalid TOTP code error but the code is, in fact, correct and generated with Authy. This is quite concerning. I've filed a support request (yesterday morning) but have not received a reply. Thoughts? Resolutions?

23 Mar 2017, 12:05 AM	#3
beeboy Cornerstone of the Community Join Date: Jun 2003 Posts: 551	Sometimes I need to synchronize the time with google authenticator or I will get that error.

23 Mar 2017, 03:42 AM	#5
beeboy Cornerstone of the Community Join Date: Jun 2003 Posts: 551	I don't know about authy but google authenticator has the "sync time" button in settings. I've found some logins more sensitive to time accuracy than others.

23 Mar 2017, 08:26 AM	#6
dbowdley Cornerstone of the Community Join Date: Nov 2008 Location: UK Posts: 549 Representative of: Runbox.com	oysterquartz, Have you submitted a support ticket about this? If you have only mentioned it here then you should be aware this is not an official Runbox support forum and our support activities are focused at https://support.runbox.com Setting the time is crucial as beeboy has said. There is no tolerance outside of the correct 30s period for entering incorrect codes. We may look at this if it affects too many people, but so far only a handful have got in touch with us and in most cases it was a time sychronisation problem.

13 Apr 2017, 04:37 AM	#10
Joseph3_98 Member Join Date: Apr 2002 Location: Atlanta, GA, U.S.A. Posts: 77	The same thing is happening with me...my account got hacked, and was used to spam people, so I decided to give the list of one-time passwords a try when support reopened my account and let me reset my password. I thought I would try 2FA at that point, because the e-mail was important to me.I tried using several of the one-time passwords from the printout that I generated when I set the thing up for 2FA. My main password worked fine. None of the half-dozen or so different OTPs or my Unlock Code worked, and so now I'm locked out of my account, with no way of either getting back in or trusting the 2FA process on Runbox ever again. Thanks bunches, guys. I have already submitted a support ticket, and I'm awaiting a reply.

13 Apr 2017, 05:11 AM	#11
dbowdley Cornerstone of the Community Join Date: Nov 2008 Location: UK Posts: 549 Representative of: Runbox.com	We are looking in to this now for you, and there is a reply to your support ticket. I can't post account specific information here for privacy reasons.