Multi-Factor Authentication (MFA) Window Hidden Behind LockDown Browser

Issue

When attempting to sign in to a Canvas exam or external resource using Respondus LockDown Browser, the Multi-Factor Authentication (MFA) or "Passkey" window appears to be missing.

Students may see the login screen "freeze" or stop responding because the system's security popup (like a QR code or Windows Hello prompt) is actually being generated behind the LockDown Browser window. Since LockDown Browser is designed to stay on top of all other windows, you cannot see or interact with the MFA prompt to finish your login.

The Solution: Set Up the Authenticator App Push Notifications

To resolve this, you must add Microsoft Authenticator Push Notifications as a sign-in method. Unlike a Passkey, a "Push" notification sends a request directly to your phone's app, which does not require a popup window on your computer screen.

IMPORTANT:

  • You must complete these steps before you start your exam. You cannot fix this while LockDown Browser is active.
  • Before setting up the app, you must ensure your mobile device is allowed to receive notifications from the Microsoft Authenticator app. If these are off, the "Push" method will not work.

How to enable Push Notifications

If you currently only have a Passkey set up, follow these steps to add the Push Notification method:

  1. Open the Microsoft Authenticator App on your mobile device.

  2. Tap on your student email address (e.g., your @fau.edu or @health.fau.edu account).

  3. Select Update Security Information.

  4. Your device’s web browser will open a Microsoft login portal. Log in and approve the prompt using your existing passkey.

  5. Once logged in, you will be on the Security Info page. (If not, click the menu icon and select "Security Info").

  6. Click + Add sign-in method and select Microsoft Authenticator from the dropdown list.

  7. Click Next, then select the link that says "Pair your account to the app by clicking this link."

  8. The Microsoft Authenticator app will finalize the setup. You will now be able to receive "Push" notifications to log in.

For more detailed screenshots of this process, please refer to: FAU Help Desk Guide: Setup Microsoft Authenticator via a device Passkey.

Still having trouble?

If you still cannot log in or do not have a mobile device that supports push notifications, please call the OIT Help Desk at 561-297-3999 or visit us for walk-in support during the hours listed below:

OIT Help Desk (CM22 Building, Room 138)

Mon - Thu: 8:00 AM – 7:00 PM
Friday: 8:00 AM – 5:00 PM

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