End user troubleshooting FIDO2 security key verification issues
Intended audience: End users
Use this topic to troubleshoot why you can't register a FIDO2 device or why you aren't able to use a FIDO2 device for two-factor authentication.
Note
FIDO2 authenticators could be known as external security keys or built into devices like phones and laptops. The term device is interchangeable to mean either device or security key.
This table lists issues and solutions to registering a FIDO2 security key.
Reason | Description and solution |
|---|---|
Security key not supported | Make sure you have a security key that supports FIDO2. Solution: Use FIDO2 security key. For example:
|
Requires PIN verification | Your administrator has turned on a setting to require user verification (PIN) when using a FIDO2 security key. In this case, certain operating systems and browsers, are not supported when used together. For example, an operating system could be Mac OS version 10.x on a desktop, laptop, or server. PIN verification with a security key is not supported on:
Solution: Use a different browser or operating system that supports PIN verification. |
Duplicate security key | You received a "We couldn't verify your device." message. It could be due to trying to register a security key that is already registered in the system. Solution: Register a different FIDO2 security key. Or, use your currently registered FIDO2 security key to log in with two-factor authentication. |
Web browser issue | You received a "We couldn't verify your device." message. It could be due to leaving the web browser before completing FIDO2 security key registration. Solution: Try registering your FIDO2 security key again. |
Web server is down | The web server to verify your FIDO2 security key is down. Solution: Try again later. |
This table lists issues and solutions to using a FIDO2 security key for two-factor authentication (2FA).
Reason | Description and solution |
|---|---|
Security key not supported | Make sure you have a security key that supports FIDO2. Solution: Use FIDO2 security key. For example:
|
Security key is not recognized | You received "We couldn't verify your device." and "security key does doesn't look familiar" or "found no credentials on this device" messages. This occurs when using a FIDO2 security key that is not registered in the system. Solution: Register the FIDO2 security key for use in two-factor authentication. |
Requires PIN verification – Browser and operating system not supported | Your administrator has turned on a setting to require user verification (PIN) when using a FIDO2 security key. In this case, certain web browser and operating systems are not supported when used together. For example, an operating system could be Mac OS version 10.x on a desktop, laptop, or server. PIN verification with a security key is not supported on:
Solution: Use a different browser or operating system that supports PIN verification. Firefox is working to resolve the issue of browser incompatibility. |
Requires PIN verification – Security key does not have a PIN | Your administrator has turned on a setting to require user verification (PIN) when using a FIDO2 security key. Security key with PIN verification doesn't work because the security key was registered without a PIN before the administrator turned on this PIN setting. Solution: Re-register your FIDO2 security key with a PIN using the registration URL provided by your administrator. |
Requires PIN verification – Security key not supported | Your administrator has turned on a setting to require user verification (PIN) when using a FIDO2 security key. The security key was registered before the administrator turned on this PIN setting, and that security key does not support PIN verification. Solution: Register a different FIDO2 security key, like YubiKey 5 Series or later. |
Request timed out | You received "We couldn't verify your device." and "request timed out" messages. This occurs when taking too long to respond to two-factor verification with a FIDO2 security key. Solution: Try two-factor authentication again. |
Web browser issue | You received a "We couldn't verify your device." message. It could be due to leaving the web browser before completing two-factor authentication with a FIDO2 security key. Solution: Try two-factor authentication again. |
Web server is down | The web server to verify your FIDO2 security key is down. Solution: Try again later. |