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Old 22 Mar 2017, 01:43 AM   #1
oysterquartz
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Join Date: Feb 2002
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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.
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Old 22 Mar 2017, 10:43 PM   #2
oysterquartz
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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?
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Old 23 Mar 2017, 12:05 AM   #3
beeboy
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Sometimes I need to synchronize the time with google authenticator or I will get that error.
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Old 23 Mar 2017, 01:24 AM   #4
oysterquartz
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Quote:
Originally Posted by beeboy View Post
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.
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Old 23 Mar 2017, 03:42 AM   #5
beeboy
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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.
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Old 23 Mar 2017, 08:26 AM   #6
dbowdley
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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.
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Old 24 Mar 2017, 03:36 AM   #7
oysterquartz
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Quote:
Originally Posted by dbowdley View Post
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.
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Old 24 Mar 2017, 03:48 AM   #8
dbowdley
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Quote:
Originally Posted by oysterquartz View Post
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.
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Old 24 Mar 2017, 04:28 AM   #9
oysterquartz
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Quote:
Originally Posted by dbowdley View Post
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.
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Old 13 Apr 2017, 04:37 AM   #10
Joseph3_98
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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.
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Old 13 Apr 2017, 05:11 AM   #11
dbowdley
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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.
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