workspace common user can't login to new device, told to recover acct.

[rokosz]

Hi, new to the community, somewhat new to Workspace and administration.

I am an administrator in my workspace.  We have no "restrictions" (ie you want to login into your workspace email on your personal phone -- nothing is stopping you.

But something is.  new company issued laptop, gave it to the user. Asked them to put it through its paces.  They came back and said they couldn't login to their workspace email.  when they put in their password they were told to start the recovery process. Which also failed telling them to contact their domain admin.    I put my email in as their recovery email, thinking we might get some comms out of it.  Nope.   

In turn I had no trouble logging in. It came right up saying a profile was required.   I use two-factor for email.  MFA is available here but not enforced. This common user is not using MFA.

The user confirmed they have access to their email on their phone and desktop-office machine. So, it doesn't appear to be a recovery situation, just some byzantine Google scenario.

Can anybody help a bit with this?  Am I even in the correct place to ask this?  thanks much, always late on a Friday...

[rokosz · Accepted solution]

the mystery is soll-ved. no indication _why_ this happens.

Workspace:Admin:Users:Manage:Find the user:click them: scroll to Security: click it: scroll to user logging: Turn it off for 10 minutes

go to the offending machine & user: have them open an incognito chrome window and login. success.

interesting that another new laptop, setup identically, different user, required the same solution but their symptoms allowed them to login, but then it asked for a phone number to which to send their MFA.  But they don't require MFA.  We allow MFA, but don't enforce.