Troubleshoot PingID
This section lists common issues that end users might encounter.
Alternative authentication options not presented in "Add a New Device" dialog box
When EMAIL is set to RESTRICT, which references a groups attribute that has a unicode value, the alternative authentication options aren’t presented when the Add a New Device dialog box is opened from the Self Service management page.
As a workaround, the groups attribute should be removed from the mapping. Learn more about attribute mapping in Configuring LDAP attributes in PingFederate.
The phone number doesn’t appear on the enrollment screen
The enrollment screen doesn’t display pre-populated SMS or Voice phone numbers from the user directory, even though the RESTRICT and PRE-POPULATE settings are selected for SMS and VOICE, and the phoneNumbers attribute has been defined.
This is due to the google-libphonenumber validation method on the Self Service management page. The international country code is required, with a leading "+", unless it’s a valid United States or Canadian number. When the number is set to RESTRICT, but flagged as invalid, this authentication option is not displayed.
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The RESTRICT feature only works with external identity providers. |
Learn more in Configuring the phone number attribute in PingOne.