How to reset Google Two-Factor Authentication for an Admin account

Products

• Carbon Black Cloud Endpoint Standard (formerly Cb Defense)

Issue/Introduction

• How to reset the Google Two-Factor Authentication for an Administrator account on the Carbon Black Cloud Console.

Environment

• Carbon Black Cloud Console: All Versions
• Google 2FA Enabled for Admin Logins

Resolution

1. Ask another Administrator in your org to login to the Web Console.
2. Navigate to Settings > Users and find the affected Admin in the list
3. Click the drop down menu, and select "Reset Google Authenticator"
4. Upon the Admin's next login to the console, a prompt to re-enroll in Google 2FA will be requested.

Additional Information

• If for some reason another Admin is not available to reset the Admin's 2FA, please open a case with Technical Support for further assistance.
• Support may take additional steps like reaching out to another known contact in your company to verify your identity before resetting Google Two-Factor Authentication for your Admin account.
• To prevent unauthorized access Support cannot completely disable Two-Factor Authentication for your org and can only reset it for an individual Admin account upon request.