I have a staff member who got onto Tessitura Web, but is pretty sure she saved the dual-authentication QR code to something she shouldn't have and now can't find. And since her Citrix one won't work, she can't get back in.
I gave her instructions to use Google Authenticator (we use Chrome as our default internet server), but that only works as a first-time set-up. Since she's already done it once it won't let us add the Google Authenticator.
Is there a way to "delete" her On-The-Go account enough to redo her login? Her username and password are otherwise fine, it's just the dual-authentication that needs to get fixed.
You can reset the MFA for the user in the security application.
https://www.tessituranetwork.com/Help_System_v160/Tessitura-Web/Multi-Factor-Authentication.htm
Hello Chelsea,
In the Security application, you'll see a Multifactor Authentication field with the date it was established. Click the 'Reset' button to clear the credential. The next time the user logs in via the web, they'll be presented with a fresh QR code to associate with their authenticator app.
You're the best! Thank you!