Help Desk Guide

Last updated on March 28, 2024

Rublon Help Desk Guide is meant for administrators with specific administrator roles to help end-users solve common issues and complete everyday tasks. If you are an administrator looking for deployment instructions, refer to our Documentation.

Commonly-Used Terms

You may run into these terms when reading Rublon Documentation, communicating with end-users, or interacting with Rublon Support.

Multi-Factor Authentication (MFA) – Multi-Factor Authentication is a type of authentication that adds one or more additional steps to the login/password authentication. The additional authentication steps must fall within one of these two factors (categories): something you have (e.g., Mobile Push and Mobile Passcode on the Rublon Authenticator mobile app or WebAuthn/U2F/YubiKey OTP Security Keys) and something you are (e.g., biometrics such as Face ID and Fingerprint Scan). To learn more, see What is MFA?.

Two-Factor Authentication (2FA) – Two-Factor Authentication (2FA) is a type of Multi-Factor Authentication (MFA) that uses precisely two distinct authentication factors. Though MFA and 2FA are not always the same thing, 2FA is often used as a synonym for MFA in everyday speech.

Rublon Admin Console – Rublon Admin Console is a management tool that allows administrators to configure and manage an organization’s applications, users, policies, phones, security keys, billing information, and more. To learn more, see Rublon Admin Console.

Rublon Prompt – Rublon Prompt is a window that allows users to choose the authentication method and access the Manage Authenticators view. To learn more, see Rublon Prompt.

Manage Authenticators View – Manage Authenticators is a view accessible from the Rublon Prompt that allows users to add new devices or update information pertaining to the devices they have already enrolled before.

Mobile Passcode – Mobile Passcode is a Time-Based One-Time Password (TOTP) generated by the Rublon Authenticator mobile app. Each Mobile Passcode is valid for 30 seconds and can be used as one of the authentication methods during MFA. To learn more, see Mobile Passcode.

Mobile Push – Mobile Push is a push notification sent to the user’s phone if they installed the Rublon Authenticator mobile app. A Mobile Push includes information about the application, location, IP address, and time of authentication. After receiving a Mobile Push, the user can either approve it to log in to the application or deny it to stop the login process. To learn more, see Mobile Push.

Overview

Although Rublon is made with best design practices in mind to ensure top user experience, rolling out a Multi-Factor Authentication (MFA) solution in an organization can produce questions and concerns from end-users.

Everybody should be using Multi-Factor Authentication, including non-technical employees in your business. But Multi-Factor Authentication can be confusing for those who have never experienced it before.

So, this guide will address the most common questions your end-users may ask.

Administrator Roles

Each organization has at least one Owner. Every organization’s first Owner is the person whose email address was entered when signing up for the Rublon Admin Console. Only an Owner can add more administrators with varying roles in the Administrators tab of the Rublon Admin Console.

We recommend that every organization has at least two Owners and multiple administrators with varying privileges.

Take a look at Administrator Roles to learn more about each Administrator Role and their respective privileges.

User Enrollment

Administrators with the following roles can manage users in the Admin Console: Owner, Administrator, User Manager, and Help Desk.

How does user self-enrollment work?

Users can self-enroll using the Manage Authenticators view. Users can also click an Enrollment Link sent by an administrator. The second method is the only way users can enroll their mobile devices if they only use applications that do not support the Rublon Prompt.

When using the Manage Authenticators view, users can add an authentication device. This includes scanning a QR code with their phone to activate their account on the Rublon Authenticator app and enrolling a WebAuthn/U2F/YubiKey OTP Security Key.

How do I send enrollment emails?

If you have more than one user that needs to enroll their device, you can bulk enroll mobile devices. Otherwise, send an enrollment email to the user.

How can a user add a new device?

What can I do if my user says they cannot scan the QR code?

If a user reports that they cannot scan the QR code, ask them to check if they have given the app permission to use the phone’s camera.

User Authentication

What can I do if my users are experiencing push notification issues?

Go through the steps outlined in this article: How can I fix push notification issues for my users?

If none of the steps in the article helped, contact Rublon Support.

What should a user do if their device is lost or stolen?

Make it clear to your users that they must contact an administrator immediately if their device is lost or stolen.

If the user has access to the Manage Authenticators view and has a second authentication device, the user should immediately access the Manage Authenticators view and delete the lost or stolen device.
If the user does not have access to the Manage Authenticators view or does not have a second authentication device, then an administrator must delete the device in the Rublon Admin Console.

It is a good idea to enroll a new device immediately after deleting the lost or stolen device to ensure continuous access to user accounts.

How can I help users authenticate without internet connectivity on their phones?

If the user is on an airplane or has no internet connection on their phone, they can still authenticate using the Mobile Passcode (TOTP) authentication method.

How do I enroll security keys for users?

Users must self-enroll their security keys:

Troubleshooting Issues

If you are helping your user troubleshoot an issue, start by looking for an answer in our helpful resources. If you did not find the answer, contact us and include as much information as possible.

Helpful resources for troubleshooting

Here are some troubleshooting steps and information you can use to try and solve the issue on your end:

For integration instructions and configuration tips, refer to Rublon Documentation.

Our Knowledge Base contains answers to commonly asked questions.

Rublon Admin Console describes all intricacies of administering a Rublon organization.

Users can find valuable information about using Rublon in our User Guide.

Individual FAQ pages of connectors for the most frequently asked questions regarding these connectors.

Ensure that the version of your Rublon connector is equal to the latest version available in Rublon Downloads.

How to get the best support from Rublon

To get the best support from Rublon, we need as much information on your issue as possible.

Please refer to the following list of what we need:

Send us your log file(s). Read: Where are my log files?
Let us know what is the version of your Rublon connector? (the most current version can be checked and be downloaded here Rublon Downloads)
Let us know what are the affected Rublon usernames/e-mail addresses.
Let us know the exact time the issue occurred; Was this the first time it happened or has it been happening for a while? If so, since when?
Let us know the version of your web browser and what operating system you use.
Let us know your phone’s model and OS version if you use Rublon Authenticator.
Let us know how you connect to the Internet on your mobile device and computer:
- Do you use Wi-Fi or LTE/5G?
- If you use Wi-Fi, is the network public or private?
- Do you use a VPN?

Send us a screenshot portraying the issue. You can also record a short video presenting your issue. We recommend using https://www.loom.com/ for that. Please include the address bar on the screenshot if you send us a screenshot from your web browser.