Tools

DRE 2FA Recovery Code is lost and the 2FA for Dameware Remote Everywhere (DRE) needs to be reset

A reference on how to reset the DRE 2FA access.

First published date

4/9/2019 7:48 PM

Last published date

5/15/2026 5:01 PM

Overview

These are the possible situations where 2FA reset is required

Cannot remember that the 2FA has been set up before
Lost phone where authenticator is configured
The authenticator app was re-installed or the device has been reset
No recovery code
Master account holder no longer connected to the company, but still, have access to the email

Product section

Dameware Remote Everywhere

Cause

Resolution

For a Technician or DRE User, please reach out to your Main Admin/Master profile as they are the one who has access to this configuration for your account.
- If the master admin is unavailable to access the DRE Web admin portal, please get in touch with SolarWinds Technical Support, and include the Master Admin email on the CC. If possible, ask him/her to respond to the ticket and support the request.
For the Main Admin/Master admin that is using SolarWinds SSO's Two-Factor Authentication feature:
- Please contact the SolarWinds Technical Support team with an email request from your account's main administrator requesting a reset of SolarWinds SSO's Two-Factor Authentication feature: Contact SolarWinds Technical Support
To revoke the "Force Two-Factor authentication" setting on a Technician that has yet to associate their DRE login with SolarWinds SSO, please proceed as follows:

2FA in DRE is a requirement and not possible anymore.

If the user is able to reach the 2FA setup or verification step, but the code from the Authenticator app is not accepted, check the following before repeating account reset steps:

Make sure the mobile device Date & Time is set to update automatically.
Make sure the mobile device Time Zone is also set to update automatically.
Remove any old or duplicate SolarWinds, DRE, or Navigator entries from the Authenticator app, and keep only the current entry being used for setup.
Use only the newest registration or enrollment link.
If possible, complete the setup in an Incognito/InPrivate browser window.
When entering the verification code, use a newly generated code immediately.

If the mobile device time is out of sync, the 2FA verification code may fail even when the account has been reset correctly.

If the issue continues after the steps above, proceed with the normal 2FA reset workflow and contact SolarWinds Technical Support if additional assistance is needed.

Disclaimer: Please note, any content posted herein is provided as a suggestion or recommendation to you for your internal use. This is not part of the SolarWinds software or documentation that you purchased from SolarWinds, and the information set forth herein may come from third parties. Your organization should internally review and assess to what extent, if any, such custom scripts or recommendations will be incorporated into your environment. You elect to use third-party content at your own risk, and you will be solely responsible for the incorporation of the same if any.