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Druva Documentation

How to access CloudRanger after losing your MFA device and being locked out of your account

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Overview

  • This article describes the procedure to access CloudRanger after losing your MFA device and being locked out of your account.
  • When Multi-Factor authentication has been enforced at the Organization level, users may be locked out of their CloudRanger account if they lose access to their MFA device.
  • Upon login, the user is prompted for an MFA code and is not able to login without this code.
  • In this case, the user needs to have MFA to be disabled for their account before they can get access to CloudRanger.

Procedure title

There are 2 possible options:

  1. Contact Druva Support to have MFA disabled temporarily for the specific User.
  2. Another CloudRanger Administrator may Disable MFA at the Organization Level temporarily, so that the user who is locked, no longer gets prompted for an MFA code upon login.
  • Contact Druva Support to have MFA disabled temporarily for the specific User.
    • Please note that an Administrator is not able to disable MFA for another user.
    • A CloudRanger Administrator is able to disable MFA at the Organization level but not for specific users.
    • In order to have MFA disabled for a specific user please contact Druva Support and provide the email address for the account that needs to have MFA disabled.
    • After MFA has been disabled by Druva Support the user should login and enable MFA back for their own account.
    • Users may enable MFA on their own account going to their User Settings in the CloudRanger console following the steps listed below:
      • Login to CloudRanger
      • Click on the person Icon on the top right corner of the CloudRanger console and click your Account Name to access the User Settings
      • Under 'Security' click ‘enable’ next to 'Multi-Factor Authentication Enforcement'
  • Another CloudRanger Administrator may Disable MFA at the Organization Level temporarily, so that the user who is locked, no longer gets prompted for an MFA code upon login.
    • When this is done, MFA is disabled for the whole Organization.
    • After this, all users will be able to login without being prompted for an MFA code.
    • We recommend checking with your security team before choosing this option, as disabling MFA will reduce the protection level to your CloudRanger organization.
    • After the user has gained access to the CloudRanger Organization, we recommend enabling MFA again.
    • To enable or disable the MFA for an Organization, you can follow the steps below:
      • Log into your Druva CloudRanger console and select the Organization for which you wish to grant member access.
      • Click the gear icon on the top navigation bar.
      • Click 'Organization Settings
      • On the Organization Settings page, click Enable/Disable under Security.
    • You can find steps to disable multi-factor authentication for your Organization on the link below: https://docs.druva.com/Knowledge_Bas...on_enforcement
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