[Defender] Two Factor Authentication not working

A couple of weeks ago, we installed Defender into our site https://newberyconsulting.com.au/. We love it. We enabled two factor authentication early and this has been working well. On about Wed this week, we were no longer been requested to enter the code from authenticator. For some reason it just stopped requesting the code on log-in for me and other users. I have checked both the plug-in and our user settings and it still says it is enabled.

Can you shed any light on this in regards to why it has stopped requesting the code but still says it is enabled.

  • Jayman Pandya
    • Recruit

    Hi Joe,

    I am very sorry for the inconvenience caused. I will help you to fix this.

    Can you double check whether you have “Force users to log in with two-factor authentication” option enabled in Defender Pro -> Advanced Tools -> Force Authentication section?

    If the Force Authentication is enabled than would you mind allowing support access so we can have a closer look at this?

    To enable support access you can follow this guide here:
    https://premium.wpmudev.org/docs/getting-started/getting-support/#chapter-5

    Please respond in this ticket once access is granted.

    Thank you ?
    Jayman

  • Joe
    • New Recruit

    Hi Jayman,

    We didn't have 2FA set to force as I was waiting for one of our programmers to come on board as a volunteer. Hi didn't! Anyway, I have now set that to Force users to log in with two-factor authentication. After doing that, I logged out and log back in but it still doesn't seem to be working.

    I have enabled support. I would be very grateful if you could have a look at why its not working. If it's just some simple setting that we have not set properly I really apologise for the convenience.

    Joe Newbery

  • Jayman Pandya
    • Recruit

    Hi Joe,

    All the settings look fine but still it is not working. To verify that if this is a problem with the Defender plugin, I installed it on a testing site and enable 2FA. It worked perfectly there.

    Which is why I suggest starting with quick plugin/theme conflict test as described in getting support manual E. Plugin Conflict Test.
    https://premium.wpmudev.org/docs/getting-started/getting-support/#chapter-2

    *(make sure you have a backup before doing any changes!)*

    This should ideally help you find the cause of the problem.

    Let us know about the result of the plugin conflict test.

    Thank you
    Jayman

  • Joe
    • New Recruit

    Hi Guys,

    Looks like it conflicts with Sensei from Woo Themes.

    https://woocommerce.com/products/sensei/

    Which is a real shame. We have just started doing some course development in Sensei and have plans for it. I deactivated it temporarily and installed your CoursePress to see if that was an option and maybe it wont conflict with Defender? Anyway, it wanted to upgrade to CoursePress 2 which I did and it smashed my site. I had to deactivate it and uninstall to get the site working ok.

    So,, is fixing the conflict with Sensei an option or is installing CoursePress 2 an option if it will not conflict with Defender or smash the site. Let me know.

  • Jayman Pandya
    • Recruit

    Hi Joe,

    I tested the issue with Sensei 1.11.0 and confirm that Two-Factor Authentication is skipped when Sensei is activated. I will flag this with our developers and get this fixed.

    For the CoursePress issue, would you please reach out to us using the LiveChat (https://premium.wpmudev.org/live-support/) or by raising a new ticket as it will help us avoid the confusion when the developer will check bug report about Sensei theme. We'll need to investigate why CoursePress was smashing your site and how to fix it. Please make sure that support access is open.

    Thank you
    Jayman

  • Joe
    • New Recruit

    Hi Jayman,

    Will do. I would be keen to have a look at CoursePress. It looks good but has received some fairly brutal reviews. I can see that there have been some updates since then. I'm not locked into Sensei so will raise the new ticket and hopefully we can have a play.

    Let me know if you have any luck with Sensei and thanks for responding so quickly.

    Joe

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