PingID End User Guide

Troubleshooting a security key authentication

This section lists common issues that you may encounter when pairing and authenticating with a security key.

Error message when I try to authenticate

I try to log on and see the following error message:

Screen capture showing an error message

Solution:

  • The browser you are using does not support the use of a security key, or you are not using the latest version of the browser.

  • Open a browser that supports use of security key, such as Google Chrome, and make sure you have the most up-to-date browser version installed on your device.

Security key doesn’t respond when I tap itI enter my username and password and then tap the security key when prompted, but nothing happens.

Solution:

  • Make sure the browser window is the active window before you tap the security key. You can do this by clicking anywhere in the browser window.

  • Make sure your security key is connected appropriately - either physically via a USB cable, or ensure NFC, or Bluetooth are set to 'ON'.

I am not given the option to authenticate using my security key, and must authenticate with a different device

I enter my username and password and I am prompted to authenticate using a different device. This happens even if my device is the primary device, or I have the option to choose a different device.

Solution:

  • The browser you are using may not support the use of a security key, or you are not using the latest version of the browser.

  • Open a browser that supports use of security key, such as Google Chrome, and make sure you have the most up-to-date browser version installed on your device.

  • Make sure your security key is connected appropriately - either physically via a USB cable, or ensure NFC, or Bluetooth are set to 'ON'.

I want to authenticate using my biometrics device, but I am prompted to authenticate with a Security Key. I cannot authenticate with either device.

This could occur if you are logging on to your account using a device that supports biometrics and either:

  • Biometrics (e.g., fingerprint or face) are not defined on your device, or have been deleted from your device.

  • Biometrics authentication was not successful (e.g., your face is defined but was not recognized by your device).

Solution:

  • Check all biometrics are defined correctly on your device, and that you are using the latest version of a browser that supports FIDO2 platform biometrics.

  • If you have another device paired with your account, in the browser window:

    1. Cancel the security key request.

    2. Select Change Device, if available and select an alternative device to authenticate.

It is recommended that you pair your biometrics device with PingID so you can benefit from FIDO2 biometrics authentication on that device as well in the future.

I want to authenticate using my biometrics device, but I am prompted to authenticate with a Security Key, even though I do not have one paired with my account.

This could occur if you are logging on to your account using a device that supports biometrics and either:

  • Biometrics (e.g., fingerprint or face) are not defined on your device, or have been deleted from your device.

  • Biometrics authentication was not successful (e.g., your face is defined but was not recognized by your device).

Solution:

  • Check all biometrics are defined correctly on your device, and that you are using the latest version of a browser that supports FIDO2 platform biometrics.

  • If you have another device paired with your account, in the browser window:

    1. Cancel the security key request.

    2. Select Change Device, if available, and select an alternative device to authenticate.

It is recommended that you pair your biometrics device with PingID so you can benefit from FIDO2 biometrics authentication on that device as well in the future.

I am trying to pair my security key while using a virtual machine (VM), and I’m getting a message that it’s already paired

I’ve never paired this security key with my account before.

Solution: The VM may not be recognizing your security key.

  • If you are using a virtual machine (VM), and want to pair your security key, check your VM configuration, and make sure the security key that you are trying to pair is recognized by your VM.