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How to Reset a User's Authentication

In Spirion Sensitive Data Platform (SDP), the Reset Authenticator option on the "User Management" page is used to manage Multi-Factor Authentication (MFA) for specific users.

Primary Function of the Reset Authenticator

The "Reset Authenticator" option clears the existing MFA enrollment for a user. This is typically used in the following scenarios:

  • Lost Device: A user gets a new phone or loses the device that had their authenticator app (for example, Google Authenticator, Microsoft Authenticator) and can no longer generate codes.
  • Locked Out: A user is unable to log in because their MFA tokens are out of sync or the app was deleted.
  • Scenarios: The Reset Authenticator action is frequently used to reset the MFA for the SpirionSupportUser. Admins use this option to enable Spirion support users to re-enroll in MFA to provide hands-on support when the account is enabled.

What Happens After Authentication is Reset?

  1. MFA De-enrollment: The link between the user's account and their previous authenticator app is broken.
  2. Re-enrollment Prompt: The next time that user attempts to log in, Spirion Sensitive Data Platform treats them as a new MFA user and presents a QR Code.
  3. Setup: The user scans the new QR code with their authenticator app to establish a new secure link.

Important Troubleshooting Note

  • Required Fields: There is a known behavior where the "Reset Authenticator" action might fail if the user's profile is missing required fields such as First Name or Last Name.
  • Specifically noted for SpirionSupportUser, which may have empty fields by default.
  • If you receive an error when you click Reset Authenticator, first ensure the user's profile is filled out completely.

How to Reset a User's Authentication

Use the following steps to reset a user's authentication:

  1. From the left side navigation menu navigate to the User Management page (Settings > User Management).
  2. Locate the user for which you want to reset the MFA Authenticator.
  3. Click the ellipse menu at the end of the row.
  4. Click Reset Authenticator.

  5. A pop-up window displays to confirm whether to reset authenticator for the user or not.
  6. The user then reconfigures their multi-factor authentication (MFA).
  7. Click the blue Confirm button to reset the authenticator or else click the Cancel button.


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