Does anyone else find the login process (web + app) tedious?

ASNZ

I use atera across 3 computers (two desktops - one in the office, one at home, and one laptop for when I'm out and about) and one smartphone.I find that it tends to force me to log in all the time. I can't recall when this started happening, must've been a year or something like that. This itself is not such a big deal. The problem is the process of logging in is so unbelievably tedious. The process is something like this:

On PC - browser:

1. Navigate to https://auth.atera.com/
2. Put in my email
3. Prompted to user "Use fingerprint or face recognition"
4. If I click "Continue", it invokes Windows Hello (or TouchID/FaceID)
5. A few seconds later, I get a prompt stating "Something Went wrong".
   1. Windows Hello/Face ID/Touch ID does not work on any of my devices, hasn't for some time!
6. Click on "use password".
7. A password field appears
8. Enter my password & click "Continue",
9. It asks me again if I want to "Use fingerprint or face recog" (Which doesn't work, or at least dosen't work reliably)
10. I then click on "try another method" and click on "Google Authenticator or similar"
    1. Here, there's yet another option to use fingerprint/face recog - why would I want to do that when I've come this far to explicitly avoid it?
11. A field appears for me to enter my OTP code, finally I sign in.

This wouldn't be so much of a problem if I didn't keep getting logged out all the time. It must be some sort of system to prevent account sharing, and as soon as I log in (browser) it logs me out of all other active sessions.

So in addition to jumping through multiple options that waste time and provide no real value, I also have to invoking + authenticating my password manager twice per login (my username + password are in my Password Manager).

iOS App:

Steps to login on my smartphone (iOS) are similarly tedious. And once I do get logged in, I tend to use the app exclusively to quickly respond to tickets / get info. I find that the layout in the "Tickets" section is very confusing. One would expect that when you load a ticket, it shows the most recent comment, either by customer or tech. But instead, a huge amount of screen space is taken up just showing the original ticket creation details (which could in some cases be months old and no longer relevant especially for long-running project tickets).

Anyone else have any ideas/opinions on this?

nina

I have created a ticket for you with our Support Team, ticket #431647. They will be able to assist you!

tanderson

@amit I had the same issue. It started a while ago as well. Remove all 2FA from web/phone and reset it. It seems to have fixed it for me for the past month or so.

mjones

Same here, started after I added biometrics to my phone app.
Took me a couple tries on my desktop before I realized what the issue was. (Also have biometrics on my desktop, but aren't enabled)