Frequently Asked Questions

Can I use more than one security method?

Not only CAN you, but we RECOMMEND it!

Why don't my backup codes work?

Make sure you are using your SIL Google backup codes for your SIL Google account, and your SIL Identity codes for your SIL Identity account. They will be different, and each code can only be used once.

If you have backup codes with a personal Gmail address, a Wycliffe Identity, or a Wycliffe Google account, those will be different sets of codes, and each code can only be used once.

Label your codes! Use the correct set for the corresponding account.

Do I need a smartphone to use 2SV?

You do NOT need a smartphone to use 2SV. You can also use a security key or codes you have written down or printed out.

Why won't Google accept my phone number?

There are a number of countries that Google won't accept numbers from, so far we've found:

  • Solomon Islands

  • Nigeria

Please get a one-time-use number from https://www.spoofbox.com/en/tool/trash-mobile

What happens if I lose my security methods?

For your SIL Identity:

If you lose or don't have access to all of your 2SV methods, you can choose the I Need Help option while logging in to have a code sent to your manager. Contact your manager to retrieve the one-time use code to proceed with login.

For your Google account:

Contact google_admin@sil.org

If you have lost all your 2SV methods you should reconfigure 2SV on your account immediately.

I'm running Linux - why isn't my key blinking?

Analysis

Distribution: Linux Mint 19.3 Tricia

Linux kernel: 4.15.0-112-generic


The Yubikey was recognized by the Linux kernel as indicated by these lines in the /var/log/kern.log file:


Sep 2 08:00:34 myhost kernel: [172286.307805] usb 1-2.2: new full-speed USB device number 14 using xhci_hcd

Sep 2 08:00:34 myhost kernel: [172286.409410] usb 1-2.2: New USB device found, idVendor=1050, idProduct=0120

Sep 2 08:00:34 myhost kernel: [172286.409415] usb 1-2.2: New USB device strings: Mfr=1, Product=2, SerialNumber=0

Sep 2 08:00:34 myhost kernel: [172286.409418] usb 1-2.2: Product: Security Key by Yubico

Sep 2 08:00:34 myhost kernel: [172286.409421] usb 1-2.2: Manufacturer: Yubico

Sep 2 08:00:34 myhost kernel: [172286.411405] hid-generic 0003:1050:0120.0009: hiddev1,hidraw3: USB HID v1.10 Device [Yubico Security Key by Yubico] on usb-0000:00:14.0-2.2/input0


Following the instructions at https://demo.yubico.com/webauthn-technical/registration does not cause the Yubikey to start blinking and the process eventually times out.

Yubico Support said: “Security Keys aren't supported out of the box in the newest Ubuntu/Linux Mint builds without following these steps” and pointed us to:

https://support.yubico.com/support/solutions/articles/15000006449-using-your-u2f-yubikey-with-linux


The knowledge base article describes how to set up a Linux system to use the Yubikey when logging into Linux. We don’t need that to support the use of Yubikey with our SIL authentication. However, the first step of their setup procedure identifies a Linux package that is not installed by default on recent Debian-based Linux distributions such as Ubuntu and Linux Mint. Installing this package resolved the issue.

Solution

  1. Check if the libu2f-udev package is installed:

    dpkg -s libu2f-udev

  2. If the package is not already installed, install it:

    sudo apt install libu2f-udev

Smartphone App Questions

Do I need a network connection to use the smartphone app?

No! This option requires NO cell phone service/connectivity.

Can I use an app other than Authenticator?

Yes! Authy is also a great choice, and there are others available as well. However, Authenticator is one of the simpler options and the one we provide documentation, training materials , and support for.

The website is saying my code is bad - but it's not!

If you're in your regular time zone:

Each account has its own set of codes. Please make sure you're using the Google code (with your SIL email address) for your Google account, and the SIL code for Gateway, Workday, and anything else using the SIL tile.


If you're NOT in your regular time zone:

The most common issue with smartphone apps like Authy and Google Authenticator is when the phone is not set to "use network-provided time" on Android or "set automatically" on iOS. The codes are time sensitive and if your phone's time is off by even one minute the codes will be wrong.

Security Key Questions

Why doesn't my security key work?

If your Security Key by Yubico or FIDO U2F Security Key isn't functioning, you can follow the instructions below.

  1. Plug the Security Key in and confirm the LED turns on. If not, try flipping it over as some USB ports are "upside down".

  2. If you don’t see the LED, try a different USB port on the computer or another computer if you have one available.

  3. Check to see how the Security Key is being identified.

    • Windows users, check Devices and Printers in the Control Panel.

    • MacOS users, check Apple Menu > About This Mac > System Report, and look under Hardware > USB.

    • Linux users check dmesg in terminal.

  4. Make sure the Security Key shows up as Security Key by Yubico.

  5. Test U2F at https://demo.yubico.com/u2f in Chrome, Firefox, or Opera.

Can I use a Security Key on more than one account?

Absolutely! Each Google account (including a personal Gmail account) can use the same key, as well as other services shown here: https://sites.google.com/sil.org/2sv/security-methods?authuser=0#h.k4als0j7eoew

How often will I be asked for my key?

For your SIL Identity, you'll be asked at least once every 30 days.

For your Google account, for online services such as Gmail or Drive, you'll be asked about every 30 days.

For mail clients (such as Outlook or Thunderbird) you'll only be asked for the second step when you set up your mail client the first time.

Question not answered here?

Contact 2sv@sil.org