Guide to the StrongAuth enrollment

February 2021
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SUMMARY
1 Prerequisites
2 Guide to the StrongAuth enrollment from an external network
3 Guide to the StrongAuth enrollment from an internal network or VPN
4 FAQ
5 Annex
6 Glossary
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1. Prerequisites

To be able to complete the procedure of enrollment on StrongAuth from an external newtork and/or an internal one, the
user needs to make sure of:
1.
1 Having its phone number registered in the Security Phone Book (accessible only from an internal network or VPN). It’s
possible to check if the number is registered properly or to request to modify it by using the same system.
2 Having downloaded on its own smartphone the latest version of the StrongAuth Mobile APP available on Huawei
2.
AppGallery (for Huawei smartphones), Google Play Store (for Android devices from the 5.0.0. version on) and App
Store (for iOS devices from the 9.0 version on).
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SUMMARY
1 Prerequisites
2 Guide to the StrongAuth enrollment from an external network
3 Guide to the StrongAuth enrollment from an internal network or VPN
4 FAQ
5 Annex
6 Glossary
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2. Guide to the StrongAuth enrollment from an external network (1/3)

If the user is connected to the internet through an external network and it’s not connected through VPN, these are the steps
to follow:

1.
1 The user needs to go the following link https://webinterfacestrong.intesasanpaolo.com, provide its own UserName &
password and click on «LogOn».
2.
2 In the meantime, the user will have to take a hold of its smartphone and then click on «Continue».

1 2

U012345

It’s recommended to use Internet Explorer

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2. Guide to the StrongAuth enrollment from an external network (2/3)

1.
3 The user needs to provide the security code received via text on its phone and click on «Submit». Please note: in order
to receive the text, it’s necessary to have the phone number registered in the Security Phone Book (check
«Prerequisites» on slide 3).
2.
4 If the page in pic.4 appears, if you’re using an Intesa Computer, click on «Already installed». Please note: if it turns out
to be necessary to download and install the «Citrix Receiver», make sure to follow the steps provided in the Annex at
the end of this presentation.
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2. Guide to the StrongAuth enrollment from an external network (3/3)

5 The user needs to click on «StrongAuth Enrollment» to access the SelfHelp Portal (it’s necessary to wait some time
before the portal page appears).

6 The user goes on with the registration process (check slide 10); follow the steps described in the guide that can be
downloaded from the «Manuals» section (available on the right of the green bar above) that will take to the
completition of the StrongAuth enrollment procedure.
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SUMMARY
1 Prerequisites
2 Guide to the StrongAuth enrollment from an external network
3 Guide to the StrongAuth enrollment from an internal network or VPN
4 FAQ
5 Annex
6 Glossary
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3. Guide to the StrongAuth enrollment from an internal network or VPN (1/6)

If the PC is on a company network or on a VPN, the user needs to access the SelfHelp Portal available at this link.
• If the user's phone number has already been registered in the bank security systems, the screen showed in pic.1a will
1a
appear showing the steps for completing the device registration (process described in the next slides).
• Otherwise, the screen showed in pic.1b will appear, showing the instructions that the user will have to follow in order to
1b
carry out the phone number census (see FAQ 3), before proceeding with the registration of the device.
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3. Guide to the StrongAuth enrollment from an internal network or VPN (2/6)

2.
2 The user opens the StrongAuth app on its smartphone and clicks the 'Create your PIN' button.
3.
3 The user enters a security PIN (which will be used for subsequent access).
4.
4 The user enters the PIN again to confirm it.
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3. Guide to the StrongAuth enrollment from an internal network or VPN (3/6)

5.
5 Once the PIN has been created, the user clicks the «Scan the QR code» button in the «User Profile» section on the
StrongAuth app.
6.
6 Then the user needs to capture with the smartphone camera the QR registration code displayed on the screen of the
company PC (SelfHelp portal). Alternatively, the user can enter the association code in the text field below the QR
code on the PC screen (SelfHelp portal).
5
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3. Guide to the StrongAuth enrollment from an internal network or VPN (4/6)

7.
7 The user receives a text on the smartphone with the security code necessary to complete the registration. If the device
has fingerprint and/or face recognition, the user will be presented with the option to choose this method as the
standard one. (Please note: if the verification window won’t open automatically, try to reload the page).
8.
8 The user needs to enter the security code received via text into the «Enter security code» text field and click on
«Verify». If the text isn’t received, the user can click on «Resend SMS» on the SelfHelp portal on the PC. In case the text
isn’t received (after the second attempt) check FAQ 4.
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3. Guide to the StrongAuth enrollment from an internal network or VPN (5/6)

9.
9 If the code entered is correct, the user's profile will be activated on the StrongAuth app with a welcome message that
will show up on the smartphone. At the same time, a page will appear on the PC to notify the user that the device has
been successfully registered.
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3. Guide to the StrongAuth enrollment from an internal network or VPN (6/6)

10.
10 As last step, the user will receive a notification on the StrongAuth app to register its smartphone's browser.
11.
11 The user can open the notification receiver or click on the «Register mobile browser» available in the settings of the
StrongAuth app (click on «associate browser» and then on «register new browser»).
12.
12 A screen will then appear to inform the user that the browser has been successfully registered. The user can check the
proper registration of the browser through the StrongAuth app in the settings – associate browser (check FAQ 8 in case
of error).

If you need to change the language of the APP, you can

do so selecting the Settings menu (at the bottom right)
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SUMMARY
1 Prerequisites
2 Guide to the StrongAuth enrollment from an external network
3 Guide to the StrongAuth enrollment from an internal network or VPN
4 FAQ
5 Annex
6 Glossary
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FAQ – INDEX

1. What can I do if I’m not able to access webinterfacestrong with my credentials?

2. How can I check if my smartphone is enrolled on StrongAuth?
3. How can I register or modify my phone number in the bank security systems?
4. What can I do if while I’m trying to enroll my smartphone on StrongAuth I don’t receive the verification
text?
5. How can I send a request on Help4You?
6. What can I do if I’ve already enrolled my smartphone on StrongAuth but I can’t remember my PIN or
if I changed my smartphone?
7. What can I do if my smartphone is momentarely unavailable or it’s not working?
8. What can I do if I’m unable to complete the mobile browser enrollment procedure (i.e. the «Register
Mobile Browser» button changes color or the procedure gets stuck)?
9. What can I do if while trying to access one of the bank channels, I keep receiving expired
notifications from StronAuth?
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FAQ (1/5)

1. WHAT CAN I DO IF I’M UNABLE TO ACCESS WEBINTERFACESTRONG WITH MY CREDENTIALS?

If the error message «try again or contact your helpdesk» appears like it’s showed in pic.1, the user has to contact its
responsible to check the account to be still active.
If after the above-mentioned test, the user is still unable to solve the problem, it’s necessary to open a ticket on the
Help4You portal, following this path:

Home > Assistance > Professional IT Services > Computing > Server Farm > Hypervisor – Request for Specialist Assistance.

If you can’t access the portal, ask a collegue to open a ticket on your behalf.
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FAQ (2/5)
2. HOW CAN I CHECK IF MY SMARTPHONE IS ENROLLED ON StrongAuth?
• The user needs to connect to the SelfHelp portal from its PC while connected to the company internal network
available at this link and check that “Device association successful” and “Status active” be present.
• Open the StrongAuth App on your smartphone and check that in the user profile section of the app it’s possible to
see the UserID, firstname, lastname and Status set as «Active». If these data are not visible, go back to the SelfHelp
from the company internal network available at this link, disconnect the devices already enrolled (if any) and
repeat the enrollment procedure.

3. HOW CAN I REGISTER OR MODIFY MY PHONE NUMBER IN THE BANK SECURITY SYSTEMS?
• To register or modify the phone number on the security phone book, it’s necessary to proceed by sending a request
through the Security Phone Book portal (available from an internal network or VPN at this link) and wait until it gets
approved.
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FAQ (3/5)
4. WHAT CAN I DO WHILE I’M TRYING TO ENROLL MY SMARTPHONE ON StrongAuth I DON’T RECEIVE THE TEXT
WITH THE VERIFICATION?
• Check the phone number enrolled in the bank security systems to be the right one by going to this link. If the number
turns out to be wrong, check FAQ 3.
• Check that there is a proper signal reach to receive the text.
• Check that on your phone there are no blocks enabled to receive texts from peculiar numbers or that are not in the
contacts list.

If the above-mentioned steps turn out to be uneffective, it’s necessary to open a ticket on Help4You as described in FAQ 5.

5. HOW CAN I SEND A REQUEST ON Help4You?

To open a ticket you need to use Help4You. If you can’t access the portal, ask a collegue to open a ticket on your behalf.

• For problems related to receiving the text, you can follow this path: Home > Assistance > Professional IT Services > TLC >
Networking > TLC internal systems – Request of specialist assistance. In the descriprion field specify that the texts are not
received.
• For other kind of issues related to the StrongAuth enrollment, you can use the following path: Home > Assistance >
Branch & Office > Management of utilities and facilities > Access and authorizations. In the Product of inquiry select
«StrongAuth».
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FAQ (4/5)
6. WHAT CAN I DO IF I’VE ALREADY ENROLLED MY SMARTPHONE ON StrongAuth BUT I CAN’T REMEMBER MY
PIN OR IF I CHANGED MY SMARTPHONE?
If the user already enrolled its smartphone but can’t remember the PIN of the app or if he/she changed smartphone, it’s
necessary to disconnect the device from the SelfHelp Portal while connected through the company internal network at
this link (by clicking on «Disconnect Device») and then repeat the enrollment procedure.

Please note: in case it’s inserted for three times in a row a wrong PIN, the smartphone will be authomatically un-enrolled
from StrongAuth and to be able to use StrongAuth again it will be necessary to repeat the enrollment procedure.

Please note: if the user changed also its phone number, check FAQ 3.

7. WHAT CAN I DO IF MY SMARTPHONE IS MOMENTARELY UNAVAILABLE OR IT’S NOT WORKING?

If the smartphone is momentarely unavailable or it’s not working, it’s necessary for the user’s responsible (or one of its
substitutes) to open a request on the Help4You portal through DEROGATION.
Also the requests sent as tickets on Help4You will have to be opened by your responsible following this path:
Home > Assistance > Branch & Office > Management of utilities and facilities > Access and authorizations. In the Product of
inquiry select «StrongAuth».
In the notes, it’s necessary to specify the request of derogation, specifying the user, the duration of the derogation and the
reason why.
Example: «Request of derogation per the user John Smith (U000001) for 1 day. Reason: the phone enrolled on StrongAuth it’s
been forgotten at home».
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FAQ (5/5)
8. WHAT CAN I DO IF I’M UNABLE TO COMPLETE THE MOBILE BROWSER ENROLLMENT PROCEDURE (i.e. THE
«REGISTER MOBILE BROWSER» BUTTON CHANGES COLOR OR THE PROCEDURE GETS STUCK)?

If it is not possible to complete the registration process of the mobile browser, the user in
possession of an Android device will have to:

1. go to Settings > Applications

2. open the drop-down menu (top right) and click on Default Applications > Browser
application, checking which is the default browser

At this point the user will have to:

3. Go to Settings > Default Browser > Set as default and click on «Delete Defaults».
4. open the StrongAuth app and re-register your browser manually, choosing the Browser of
your choice when asked « Open with» by the Operating System and (where required)
selecting the «This time only» option.

9. WHAT CAN I DO IF WHILE TRYING TO ACCESS ONE OF THE BANK CHANNELS, I KEEP RECEIVING EXPIRED
NOTIFICATIONS FROM STRONGAUTH?

If you’re trying to access one of the bank systems and receive expired notifications from StroungAuth, check that the
time zone and the time of your phone are correct and set the clock of your phone so that it can automatically check
the network time zone.
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SUMMARY
1 Prerequisites
2 Guide to the StrongAuth enrollment from an external network
3 Guide to the StrongAuth enrollment from an internal network or VPN
4 FAQ
5 Annex
6 Glossary
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5. Annex - How to install Citrix Receiver

It’s recommended to
use Internet Explorer

1.
1 Accept the Citrix
Licence Agreement and
click on «Install».

2.
2 Start the procedure and
click on «continue».

3.
3 Click on «Install».

4.
4 Wait for the completion
of the procedure and
proceed with the
StrongAuth Enrollment
Procedure.
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SUMMARY
1 Prerequisites
2 Guide to the StrongAuth enrollment from an external network
3 Guide to the StrongAuth enrollment from an internal network or VPN
4 FAQ
5 Annex
6 Glossary
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6. Glossary

Application: platform or site you wish to access.

Browser: program to surf the Internet (e.g.: Chrome, Safari, etc.).
Intranet: internal company network that uses Internet browsers, servers and communication protocols, to which, however,
only recognized users can have access.
Remote mode: remote connection and outside the company intranet.
QR Code: set of small black and white modules arranged within a rectangular frame, which allows you to store information
readable from a mobile phone or smartphone using a special program.
Smartphone: mobile device that combines telephone and handheld computer functions.
User Experience: set of elements of a site/product that characterize its ability to interact with the users it addresses.
VPN: acronym of Virtual Private Network it is a private netwok that allows users to connect safely and to have acces to its
own resources like they’re connected to the company network.