A user may encounter the following error when using MFA (Multi-Factor Authentication) feature:
- "Oops! We can't seem to find the page you're look for" after attempting to complete MFA.
- "Unable to remove 2-step verification. Please refresh and try again." when trying to disable MFA.
Possible Causes
- Browser state inconsistency: Stale cache or corrupted cookies can cause the MFA validation to fail.
- Interfering browser extensions: Privacy or security extensions (ad blockers, cookie managers) can block or modify requests, cookies, or JavaScript required to verify and update 2FA state.
Resolution
Follow these steps in order. After each major step, attempt to complete the MFA flow or remove MFA to confirm whether the issue is resolved.
1. Quick test: Use private/incognito mode
- Open a new private/incognito window and sign in to the platform.
- Attempt to complete MFA or remove MFA.
- If successful, the issue is likely related to cached data, cookies, or browser extensions.
2. Clear cache, cookies, and site data for the platform
For instructions, see: How Do I Clear The Cache And Cookies In My Browser?
3. Disable or allowlist extensions
- Temporarily disable privacy/security extensions (ad blockers, script blockers, cookie managers).
For instructions, see: How To Disable Plugins/Add-Ons/Extensions In Multiple Browsers
- Retry the operation.
4. Try a different browser or device
- Confirm whether the issue is specific to one browser or device. If it works elsewhere, isolate the problematic environment.
If you continue to experience issue after trying those, collect and submit the following information to Box Product Support:
- Network Capture (start the capture before reproducing the issue).
- Results from each of the steps above (what you tried and whether it succeeded).
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