Issue: When users try to enroll the Smartphone authenticator using a QR code, the smartphone is unable to scan the QR code or the following error message is displayed based on the platform of the smartphone:
Android app: Please ask your admin if the error will be repeated: Device add error
iOS app: JSONEmptyField, message: The field AddDeviceResult is an empty string
Reason:
If you are scanning a QR code that is not compatible with the Google Authenticator or NetIQ Auth apps. The other QR codes cannot be scanned using the NetIQ Advanced Authentication app.
If an administrator has not configured the smartphone authenticator appropriately.
Workaround: Perform one of the following:
Log in to the Advanced Authentication Self-Service portal and scan the QR code that complies with the Google Authenticator or NetIQ Auth apps.
Contact your administrator and request to validate the configurations of Smartphone authenticator.
Recommendation: It is recommended to consider the following points while you are scanning the QR code:
The mouse cursor is not overlapping with the QR code.
While using the screen with high resolution, zoom-in the web page with the QR code to 125-150 %. The screen with more brightness, contrast, or glossy surface might affect enrollment.
Focus your smartphone on the QR code appropriately. Some Android devices do not have auto-focus feature. This might cause issues while scanning the QR code or try to use another smartphone.