Can't scan a QR code.
I). My smartphone can't scan a QR code.
II). I get the following message after when a QR code is scanned:
Android app: Please ask your admin if the error will be repeated: Device add error
iOS app: Error: JSONEmptyField, message: The field AddDeviceResult is an empty string
Windows Phone app: Can't load the authenticator: Salt is null or empty
I). The app supports only Advanced Authentication compliant QR codes. The other QR codes can't be scanned with the Advanced Authentication smartphone app.
II) Incorrect configuration.
I)
1. Ensure that you are trying to scan a QR code
1.1. In Advanced Authentication Self-Service Portal for Smartphone or TOTP method. In case of TOTP method usage probably the Google Authenticator format of QR code is enabled. Contact your system administrator to check this.
1.2. In Advanced Authentication Web Enrollment Wizard for for Smartphone or OATH OTP method (when TOTP mode is selected).
1.3. Using Smartphone or OATH OTP method within a first logon on workstation or later in Authenticators Management. A QR code which is shown in OATH - Enroll window may be too small (depending on screen resolution). It's recommended to perform the enrollment through theAdvanced Authentication Web Enrollment Wizard, because itshows the larger QR codes and the Web Enrollment Wizard improves the user's experience in OATH OTP authenticator enrollment.
II) Administrator should verify correctness of Smartphone method configuration. This may be related to a conflict on IP address/port.
I)
a. Ensure that mouse cursor doesn't overlap the QR code.
b. If you are enrolling the authenticator in browser try to zoom in the page with the QR code to 125-150%. It may be required for screens with high resolution.
c. Try to enroll on another monitor (brightness, contrast, glossy surface may affect).
d. Check on the smartphone that the QR code is in focus. Some Android devices has no autofocus feature and may have problems with scanning the QR codes.
e. Try to use another smartphone.
II) Contact your system administrator.