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...":

Stuck

Fix: Try accessing the CUNY site via your default browser's Private Browser Window:

Chrome - New Incognito Window:
Private Window

Firefox - New Private Window:
Private Window

Edge - New InPrivate Window:
Private Window

Note: The below issues are for users who use utilize our Campus VPN (PaloAlto GlobalProtect VPN)

Issue: Not seeing “Open GlobalProtect” Prompt window:

A screenshot of a computerDescription automatically generated Open GlobalProtect

Fix: Click on “click here” to launch GlobalProtect. Important Note: You must click on "Open GlobalProtect" twice, in two different popup browser tabs.

Click

Issue: GlobalProtect VPN will not connect:

Connecting

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"

Refresh Connection

Refresh

- If prompt, click on Connect

Connect

- In the popup browser window enter you CUNYfirst Credentials:

- Click on Enter OTP from device:

OTP

- Enter the OTP code from your Microsoft Authenticator app and click verify:

Code

- 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.

Click

- 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.

Connected

Issue: GlobalProtect authentication shows in the embedded browser instead of your default browser.

A blank white screen is loaded when you try to connect:

Connecting

Login Credentials

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.."

OTP

- Enter the OTP code from your Authenticator app and click verify:

CODE

- Once verified, download the installer for your system:

Portal

- Locate the downloaded file, (example: Downloads Folder)

Downloaded File

- Click on the Start Menu and type "CMD" then click "Open":

CMD

- In the Command Prompt window, type: "msiexec /i " (There is a space after "/i")

Command Prompt

- 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

Command Prompt

- Select "Remove GlobalProtect" and click Finish:

Setup Wizard

- In the User Account Control window click on "Yes":

Account Control

- After the software has been successfully removed. Click on "Close"

Complete

- 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:

Command Prompt

- The GlobalProtect Setup Wizard will start, click "Next" on the next couple screens:

Setup Wizard

Installation Folder

Confirm

- In the User Account Control window click on "Yes":

Account Control

- After GlobalProtect has been successfully installed. Click "Close" to exit the installer.

Complete

- Try again to connect with GlobalProtect. Click on "Get Started", enter the portal address: gpvpn.qc.cuny.edu and click on Connect:

Welcome

Connect