Common Issues and Fixes for CUNY Login Multi Factor Authentication (MFA)
Common Issues:
Issue: You receive a "CUNY Login Multi-Factor Authentication (MFA) Error" page when accessing CUNYfirst, Brightspace, Zoom, Navigate, CUNYbuy, etc.
Fix: Your CUNY Login MFA is not setup, please follow the instructions in this article to setup your CUNY Login MFA: Setting Up CUNY Login MFA (https://ssologin.cuny.edu/oaa/rui)
Issue: You receive a "CUNY Login Multi-Factor Authentication (MFA) Error" page when following the instructions in Setting Up CUNY Login MFA to setup your CUNY Login MFA:
Fix: Your CUNY Login MFA is locked due to multiple attempts to set it up. Please open a support ticket by emailing support@qc.cuny.edu from your QC email account, stating your CUNY Login MFA is locked and needs a reset. Be sure to include your full name and CUNY ID # (EMPLID) when opening your support ticket.
Issue: Stuck on "Processing Request...":
Fix: Try accessing the CUNY site via your default browser's Private Browser Window:
- Chrome - New Incognito Window:
- Firefox - New Private Window:
- Edge - New InPrivate Window:
Note: The below issues are for users who use utilize our Campus VPN (PaloAlto GlobalProtect VPN)
Issue: Not seeing “Open GlobalProtect” Prompt window:
Fix: Click on “click here” to launch GlobalProtect. Important Note: You must click on "Open GlobalProtect" twice, in two different popup browser tabs.
Issue: GlobalProtect VPN will not connect:
Fix 1: Make sure PC is up to date with Software updates and then Restart PC to connect again.
Fix 2: Refresh Connection and re-authentication CUNY MFA
- Click on the hamburger button and click on "Refresh Connection"
- If prompt, click on Connect
- In the popup browser window enter you CUNYfirst Credentials:
- Click on Enter OTP from device:
- Enter the OTP code from your Microsoft Authenticator app and click verify:
- Click "Open GlobalProtect" in the popup browser tab. Important Note: You must click this popup prompt twice. The second prompt will appear a few seconds after the first, in a new tab.
- GlobalProtect should now be connected. Important Note: You may need to wait a couple seconds for a successful connection after clicking on the second "Open GlobalProtect" prompt.
Issue: GlobalProtect authentication shows in the embedded browser instead of your default browser.
A blank white screen is loaded when you try to connect:
Fix: Reinstall GlobalProtect VPN with DEFAULTBROWSER attribute set to =YES:
- On a browser, go to https://gpvpn.qc.cuny.edu. Log in with your CUNYfirst credentials:
- Click "Enter OTP from device.."
- Enter the OTP code from your Authenticator app and click verify:
- Once verified, download the installer for your system:
- Locate the downloaded file, (example: Downloads Folder)
- Click on the Start Menu and type "CMD" then click "Open":
- In the Command Prompt window, type: "msiexec /i " (There is a space after "/i")
- Drag and drop the GlobalProtect64.msi file into the Command Prompt window, then add a spacebar and type DEFAULTBROWSER=YES. Hit Enter.
Important Note: The full command is msiexec /i "Path to GlobalProtect MSI file" DEFAULTBROWSER=YES
- Select "Remove GlobalProtect" and click Finish:
- In the User Account Control window click on "Yes":
- After the software has been successfully removed. Click on "Close"
- Go back to the Command Prompt windows and press the up arrow on your keyboard. This will bring up the previous entered command again. Press Enter:
- The GlobalProtect Setup Wizard will start, click "Next" on the next couple screens:
- In the User Account Control window click on "Yes":
- After GlobalProtect has been successfully installed. Click "Close" to exit the installer.
- Try again to connect with GlobalProtect. Click on "Get Started", enter the portal address: gpvpn.qc.cuny.edu and click on Connect:
