StepChange Debt Charity

 Okta Verify/VPN: FAQ’s and Troubleshooting

Summary

This document answers frequent and general queries about Okta verify and accessing the VPN. It also provides a guide to trouble shooting vpn problems.  If you have further Queries, please contact the service desk team.

Trouble shooting

Most VPN issues are due to the pass word needing updating. You will not be able to bypass the login if the password has expired. You can simply reset your password by logging into https://stepchange.okta-emea.com (with the old password, which will then prompt the change immediately).

When logging in, you need to ensure that your details are 100% correct, as using incorrect details will not work and will potentially lockout the account.

If you cant log into https://stepchange.okta-emea.com call the Service Desk team as you may be locked out.

If you have a new mobile phone, please see the article  ‘Okta Verify Reset – New mobile phone’.

Checking The Version:

When using FortiClient, we need to ensure we have the most recent version of the software installed directly from Company Portal. You can access company portal by searching for it in the start menu. Once open search Forti and ensure the version you have matches the version that’s in here.  (Please be aware the version in the screen shot may change – company portal will always have the correct one)

Below is where to locate the version you have.

If it says install on company portal (like in the screen shot above) please action and retry the sign in.

Connection

If you are connected via an ethernet cable please remove this and connect through the WI-FI.

Uninstalling/Reinstalling FortiClient

This can now be actioned within the Company Portal. You can find the company portal, simply by searching for it in the start menu. Once opened, you will see a list of applications. Find FortiClient and click “uninstall”. Once uninstalled, simply jump back into Company Portal and reinstall it, and then retry the sign in.

FAQ’S

Q: Where do I put my Okta code?

A: Never put the Okta code in the password box, it is a separate box that will appear.

Q: What is the username format for FortiClient and Okta?

A: Please use the following format: [email protected]

Q: I’m entering my password correctly, but the VPN won’t connect. What should I do?

This is usually due to your password needing to be updated. You can do this here  https://stepchange.okta-emea.com/ and there is a full guide available in the Fresh Solutions Articles.

Q. I’m struggling to log in to FortiClient/VPN, how can I check my account isn’t locked out?

Open https://stepchange.okta-emea.com/ and see if it will let you sign in, if it doesn’t let you you will need to contact the service desk team to unlock your account.

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