FAQ & Troubleshooting Guide
Entrust FAQs
Q: What is Entrust Dual Factor Authentication?
A: It provides an extra layer of protection for your Virtua account
utilizing a device in your possession. The added protection is to
safeguard Virtua’s patient data and your personal data.
Q: What is the difference between Mobile App and SMS Text
Message?
A: Mobile app uses a soft token push notification button for
authentication and SMS Text Message sends a pin number, which you
need, to type on the logon screen for authentication. Mobile app allows
for a faster logon experience and SMS Text message is a little slower as
it relies on your phone service provider for the PIN delivery.
Q: What is the expiration time for one-time passcode via SMS Text
message?
A: This code will expire in 3 minutes so you will need to use it promptly.
Q: Does it cost me anything to use the Entrust service via my phone?
A: There is no cost to download or use the Entrust Mobile app. The SMS
text message depends on your carrier data plan.
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Common Support FAQs
Q: What to do when you get a new device and you had previously
enrolled in Entrust Mobile App on the old device?
A: You will need to do the Entrust Mobile app enrollment for the new
device.
Q: What to do when I get a new mobile number and had previously
enrolled in Entrust SMS Text Message?
A: You will need to go to
https://ssm.virtua.o
r
g , answer your security
questions and update your personal information with the new mobile
number.
Q: What to do when I do not have my phone and need to
authenticate?
A: You can contact the Virtua IT Service Desk at 856-355-1234. They will
verify your identity and provide a temporary passcode.
Q: What to do when I lost my phone?
A: Please contact the Virtua IT Service Desk at 856-355-1234
Q: How many chances will I get to authenticate using Dual Factor?
A: You will have five chances to authenticate a request. After the fifth
chance, your two-factor authentication locks and you will not be able to
access the network or application. Please contact the Virtua IT Service
Desk at 856-355-1234.
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Q: What to do when getting a message that I am locked out?
A: Your account will lock when there are too many failed attempts to
authenticate. You will need to contact the Virtua IT Service Desk for
assistance with your account at 856-355-1234.
Q: What to do when my mobile device does not receive the Entrust
notification?
A:
• Android Users: Go to settings > apps > Entrust > Notifications, and
make sure Entrust is configured to allow notifications. (These
instructions may vary if you are using a version of Android older
than 6.0)
• IPhone Users: Go to settings > notifications > Entrust Mobile, and
make sure "Allow Notifications" is set to on.
Q: What to do when I want to update my personal information on
ssm.virtua.org and I cannot remember my answers to the security
questions?
A: If you cannot remember your questions answers, then you will need
to re-enroll. Please contact IS Service Desk so they can remove your old
profile.
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Troubleshooting Guide:
Q: What should I do when dual factor authentication service is not
working?
A:
• Before attempting to troubleshoot your dual factor problem, make
sure that the first-factor authentication (Virtua Network ID and
password) is correct.
• If this is the first time that you have used the service on this
particular phone, then make sure that the enrollment process is
complete and then try again.
• Check to make sure your mobile number is setup in Personal
Information for SMS Text Message by going to SSM.VIRTUA.ORG
o Select Mobile Phone from the dropdown
o Enter a plus symbol (+) and your 10 digit number with
Country Code (e.g. +18003551000)
•
o
Contact Virtua IT Service Desk at 856-355-1324 for assistance.
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Q: What to do when my Mobile App token pin numbers are not
working?
A: Tokens can get "out of sync" if pressed too many times in a row and
the generated passcodes for login are not used.
To resolve please contact Virtua IT Service Desk at 856-355-1324 for
assistance.
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