Alerts and Troubleshooting

Activation Issues

• If you receive an error message indicating that FortiToken Mobile timed out while waiting for the server, check to make sure your device can access the Internet. If the problem persists, contact your system administrator.

• If you receive an error message indicating that FortiToken Mobile activation failed, please check your activation code and re-enter the code. If the problem persists, contact your system administrator. Please supply the error code and error message so your administrator can correct the problem.

• If a token is activated, it cannot be activated again on the same or different devices.

Synchronization Issues

If you are able to generate OTPs but your login attempts fail, please make sure your device is set to the correct time. If the problem persists, contact your system administrator.

Push Issues

If you cannot receive push notification on your mobile device, check for FortiToken Mobile under your device's settings to make sure notifications are enabled.

If you approve a push notification but remote access login fails, you can either contact your system administrator or use an OTP instead.

Application Timeout

If you do not touch your screen for 60 seconds, the application will time out and you will have to enter your PIN again to display the OTP.