EDR LiveShell One Time Pin (OTP) email is not sent when requested

Products

• Endpoint Security Complete

Issue/Introduction

When the OTP is requested when initiating a LiveShell session for a client, no email is received. Emails showing OTP applied to a system are received successfully.

Environment

SESC

Resolution

The problem appeared to be with the group OTP was enabled on. The following steps resolved the issue:

1. Open the EDR Policy assigned to the group.
2. Disable the OTP option found a the bottom of the policy.
3. Save the changes.
4. Go back and enabled the OTP option and save the changes.
5. Now the OTP email was sent and received successfully.