Help Center Article: Troubleshooting 2FA Using a QR Code on ARM Mac
Important Notes:
Before proceeding with the troubleshooting steps, please consider the following:
QR Code Location: The 2FA QR code can sometimes be detected even when it is on a different monitor than the Lockwell app. For example:
If the Lockwell app is on Monitor 1 and the 2FA QR code is on Monitor 2, try moving the 2FA code to different locations on your main or secondary monitor.
Ensure Visibility:
Avoid Obscured QR Codes: Make sure the 2FA QR code isn't hidden behind other programs or windows.
QR Code Position: Ensure the 2FA QR code isn't placed too close to the edge of the monitor, as this can sometimes interfere with the scanning process.
Example:
Troubleshooting on a Mac
If you're experiencing issues when trying to set up two-factor authentication (2FA) using a QR code on your ARM Mac, the problem might be related to permissions in your system settings. This guide walks you through troubleshooting steps to resolve the issue.
Step 1: Verify Your Device is an ARM Mac
Before proceeding, ensure you are using a Mac with an ARM-based processor (such as the M1 or M2 chip). If you're unsure, you can check your Mac's specifications under "About This Mac."
Step 2: Open System Settings
Click on the Apple menu in the top left corner of your screen.
Select System Settings from the dropdown menu.
Step 3: Go to Privacy & Security Settings
In the System Settings window, scroll down and click on Privacy & Security.
Look for the Screen & System Audio Recording section.
Step 4: Check Lockwell Permissions
In the Screen & System Audio Recording section, locate Lockwell in the list.
If Lockwell is listed but the toggle is off, simply toggle it on.
If Lockwell is not listed, follow the next steps to add it manually.
Step 5: Add Lockwell Manually (If Not Listed)
Click the + button below the list of apps.
Navigate to your Applications folder.
Select Lockwell from the list and click Open.
Step 6: Restart the Lockwell Application
Once you’ve ensured that Lockwell has the correct permissions, close the Lockwell app and restart it to apply the changes.
Step 7: Try Scanning the 2FA QR Code Again
Now that the necessary permissions are set, attempt to scan the 2FA QR code again. It should work smoothly.
Additional Troubleshooting Tips
Ensure Camera Access: Make sure that your camera is working correctly as 2FA QR codes rely on it to scan.
Restart Your Mac: If the issue persists, try restarting your Mac to ensure all system changes take effect.
Reinstall Lockwell: As a last resort, uninstall and reinstall the Lockwell app to reset permissions and settings.
Need Further Assistance?
If you continue to experience issues with 2FA or need additional help, please Lockwell Support through your desktop app. We’re here to assist you!