2FA with Shotgun Desktop is failing to authenticate with ShotGrid legacy users

Flow Production Tracking
1

Hi all,

We’re seeing a few users on a couple of sites have their 2FA stop working when using Shotgun Desktop. It doesn’t matter what version of Shotgun Desktop they use, this is happening even with 1.7.0. I’ve had them reset their 2FA in Shotgun and still it blocks them from entering. What is the solution here? To be clear, this is not happening for all users - just some.

Thanks!
Den

2

Hi @dennisserras

Is this a new behaviour ? Can you associate the new behaviour to a specific event ?

You are saying this is ShotGrid Desktop specific, meaning that the can login fine with the Web GUI ?

Thanks,

-Patrick

3

Hi Patrick,

We had this happen with a different client last week, for only two users, and they “solved” it by turning of 2FA entirely. But we have another client having the issue today and only one user is experiencing it so far. We have not found a workaround. It affects that user on multiple machines, and yes they can log in fine on the website. This only affects SG Desktop. I had them check their computer’s time, in case that was the issue, but it was set correctly.

4

Hi @dennisserras

Let’s focus on that client user from today.

  • is this a new user ?
  • if they have been around for a while, when did the issue start ?
  • is the site using Autodesk Identity, or in the migration phase ? If so, has the user set a Personal Access Token for their user ?

-Patrick

5

Hi Patrick,

We have discovered the “fix”.

This is not a new user, and they’ve been using SG Desktop fine up until today. The last time I know for sure they logged in was the 16th. The site is in the migration phase, though I’m not sure from what date. The user discovered that if they create an Autodesk user and set up 2FA with Autodesk, then sign in again with the ShotGrid (not Autodesk) user, they were able to get past the 2FA with SG Desktop. So it seems the Autodesk login is leaking…

Thanks for the help!
Den