Error
|
Category |
Question |
Answer |
|---|---|---|
| Token code doesn't exist error | I see a "FTM Server: Token code doesn't exist" error message when scanning the QR code. | Check that your device WiFi network is stable and try to scan again. If you still have issues, please contact the support team to check your token status is Assigned. |
| Transfer Token Error | I got a new phone and was hoping to transfer my tokens to my new device. The app will not let me complete this request. Is it possible to delete the app on this current device and get a new QR code for my new phone or alternatively be provided with the transfer code? | If you cannot complete the request smoothly, you may not able to receive the transfer code. Please request a new QR code from the system administrator or support team, then scan it on your new device. |
| Token Name Error | I cannot register due to "32 character limitation" of token name field. | This error means the Token Name field cannot contain more than 32 characters. Please make sure you did not accidentally input the token key into the Token Name field. You may also scan the QR code to avoid unnecessary error. |
| Cannot scan old token on new device | I downloaded FortiToken Mobile and have not gotten a QR code in email. I am unable to scan the old code provided. It shows activation failed. Can you send a new QR code? |
If you scan the QR code on a new iPhone, please transfer the token to keep using the same token on new devices. Tap Info on the top left of FortiToken Mobile and then tap Transfer Tokens. You will receive a transfer code. Scan it on the new device. If scanning the QR code on the same device, please make sure you have a stable network. Close, then re-launch the app to scan again. If you still have issues, contact your system administrator. |
| No token found error | I got a "No token found" error when logging in. What's the reason? | You must have activated the token on yourdevice to be able to receive push notifications and to avoid the "No token found" error. Check if you have accidentally deleted or transferred it. You can request a new token from your system administrator if you cannot retrieve the old token. |
| Forgot password | How I can log in if I have forgotten my password? | Please ask your administrator or support team to help you reset your password. |