--- title: Troubleshooting device management description: This section lists issues that you might encounter if you have more than one device paired with your account. component: pingid-user-guide page_id: pingid-user-guide:secure_authentication_with_pingid:pid_ug_troubleshoot_device_management canonical_url: https://docs.pingidentity.com/pingid-user-guide/secure_authentication_with_pingid/pid_ug_troubleshoot_device_management.html revdate: October 24, 2023 section_ids: im-trying-to-add-a-device-im-being-prompted-to-authenticate-using-fido2-biometrics-even-though-my-accessing-device-is-not-paired-with-pingid: I'm trying to add a device. I'm being prompted to authenticate using FIDO2 biometrics, even though my accessing device is not paired with PingID. i-cannot-edit-the-mobile-device-details-on-my-devices-page: I cannot edit the mobile device details on My Devices page my-personal-details-are-visible-for-one-of-my-devices-even-when-the-screen-is-masked-or-locked: My personal details are visible for one of my devices even when the screen is masked or locked when-i-click-the-settings-button-nothing-happens-and-im-unable-to-access-the-my-devices-page: When I click the Settings button nothing happens, and I'm unable to access the My Devices page when-i-enter-my-one-time-passcode-i-see-the-message-invalid-passcode: "When I enter my one-time passcode, I see the message 'invalid passcode'" when-trying-to-authenticate-i-see-the-message-timed-out: "When trying to authenticate, I see the message 'Timed Out'" --- # Troubleshooting device management This section lists issues that you might encounter if you have more than one device paired with your account. ## I'm trying to add a device. I'm being prompted to authenticate using FIDO2 biometrics, even though my accessing device is not paired with PingID. If you only have FIDO2 biometrics devices paired with your account and your current accessing device is not paired with your account, you cannot manage your devices from the **My Devices** page. Access the **My Devices** page from a FIDO2 biometrics device that is paired with your account and add an additional device, such as email, SMS, or Security Key. When accessing the **My Devices** page from your non-paired biometrics device, you can authenticate using the additional device and can then pair the new FIDO2 biometrics device to your account (recommended). ## I cannot edit the mobile device details on **My Devices** page ![A screen capture of the My Devices page with an active edit of a currently paired device and its details.](_images/ubq1605209009975.png) When I click the **Expand** icon (![qpr1564020912200](../_images/qpr1564020912200.png) ) next to one of the devices listed on the **My Devices** page, the details are not displayed and I cannot edit them. The reason is that you can only change the device details for email, SMS, and voice authentication types. However, you can edit the description or device nickname for all authentication types. ## My personal details are visible for one of my devices even when the screen is masked or locked ![A screen capture of the My Devices page displaying a list of all the currently paired devices.](_images/fco1605209171428.png) | | | | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | For your security, the **My Devices** page automatically masks or locks your personally identifiable information (PII) after a few minutes of inactivity and prompts you to authenticate if you want to make changes.Only information in the **Device Detail**s field is masked automatically. Information in your device **Nickname** field is not automatically masked. Remove any personal information from the device **nickname** field. For more information, see [(Legacy) Adding and reordering authentication methods](../managing_your_devices/pid_ug_adding_and_reordering_devices.html). | ![A screen capture of the Change Authenticating Device window displaying a selected authentication device from the list of all your available devices with the Sign On or Settings options.](_images/ibg1634215095944.png) | ## When I click the **Settings** button nothing happens, and I'm unable to access the **My Devices** page When you click **Settings** from the **Authentication** or **Change Authenticating Device** page, the system generates a new authentication request. You'll need to authenticate again to access the **My Devices** page. | | | | - | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | | If your primary authentication device is email, SMS, or voice, it generates a one-time passcode (OTP) with which to authenticate. When you click **Settings**, a new OTP will be sent to your device, so make sure to check it. You must use the new OTP to access the **My Devices** page because any previously issued passcodes are no longer valid. | ## When I enter my one-time passcode, I see the message 'invalid passcode' | | | | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------ | | If you entered the wrong passcode or an old passcode that is no longer valid, you receive the message **Invalid passcode**. To generate a new passcode choose from the following actions:- Click **Resend Passcode**. A new passcode is sent to the same device. - Click **Change Device**, and select a different device with which to authenticate. | ![A screen capture of the invalid passcode message displaying a one-time passcode with the Resend passcode link and Change Device option.](_images/xtd1564021220321.png) | ## When trying to authenticate, I see the message 'Timed Out' | | | | --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------- | | When prompted to authenticate, you have a limited timeframe in which to authenticate. This timeframe is defined by your organization. If you wait longer than the time defined, you see the **Timed Out** message. To try again, choose from the following actions:- Click **Retry**. - Click **Change Device**, and select a different device with which to authenticate. | ![A screen capture of the Timed out message with the Retry and Change Device option.](_images/eok1564021221149.png) |