Authentication Failure Message?
If an authentication failure message is displayed please check the following:
- The date and/ or time are correct on the practice server
- An authentication code is entered and ‘Validate Code’ has been clicked within the designated time-frame
- The Secret Key is correct (if you have lost your secret key, please 'Click here' at the bottom of this page and complete the form)
Please note:
To check the correct time, please visit https://time.is/GMT or https://time.is/BST and compare it against the time on the server and change accordingly. If unable to change the time, please contact the technical support team for the practice.
Authentication codes regenerate every 30 seconds.
To check that the Secret Key is correct, please follow these steps:
- Click the blue hyper-link ‘Click here to generate an authentication code’
- Click the white pencil icon (within the window that will appear on the right hand side)
- Click the‘x’ icon that appears on the right of the existing code
- Click the‘+’ icon to re-enter the Secret Key (16 alphanumeric code). Please note: that the Secret Key is case sensitive (all capitals) and will not contain the number ‘0’ but may have the letter ‘O’.
- Ensure you enter your username into the ‘Account name’ field
- Re-enter the 6 digit authentication code into the authentication code field
- Click ‘Validate Code’
Require further assistance? Click Here to leave a message and one of our support representatives will come back to you shortly.
9 of 38 people found this helpful.
