--- title: Troubleshooting description: How to troubleshoot common issues. component: recognize page_id: recognize:user-guide:user-guide-troubleshooting canonical_url: https://docs.pingidentity.com/recognize/user-guide/user-guide-troubleshooting.html llms_txt: https://docs.pingidentity.com/recognize/llms.txt docs_for_agents: https://developer.pingidentity.com/build-with-ai/docs-for-agents.md section_ids: app-installation: App installation enrollment-and-authentication-issues: Enrollment and authentication issues qr-scanning-issues: QR scanning issues ios-troubleshooting: iOS troubleshooting enrollment: Enrollment force-quit-keyless-authenticator: Force-quit Keyless Authenticator restart-your-device: Restart your device reinstall-keyless-authenticator: Reinstall Keyless Authenticator authentication: Authentication force-quit-keyless-authenticator-2: Force-quit Keyless Authenticator restart-your-device-2: Restart your device delete-linked-account: Delete linked account reinstall-keyless-authenticator-2: Reinstall Keyless Authenticator android-troubleshooting: Android troubleshooting enrollment-2: Enrollment force-quit-keyless-authenticator-3: Force-quit Keyless Authenticator restart-your-device-3: Restart your device reinstall-keyless-authenticator-3: Reinstall Keyless Authenticator authentication-2: Authentication force-quit-keyless-authenticator-4: Force-quit Keyless Authenticator restart-your-device-4: Restart your device reinstall-keyless-authenticator-4: Reinstall Keyless Authenticator --- # Troubleshooting ## App installation | | | | - | -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | | Make sure you're running the latest version of Keyless Authenticator by visiting the [Apple App Store](https://apps.apple.com/us/app/keyless-authenticator/id1494269968) or the [Google Play Store](https://play.google.com/store/apps/details?id=io.keyless.push) on your smartphone. | If you can't install the app, make sure your smartphone is updated to the latest operating system version supported by your device. Keyless Authenticator requires: * iOS version 13.4.1 or newer * Android version 6 (API level 23) At the moment, the Keyless Authenticator app is available **only in the European and US App Store and Google Play Store**. If your account is associated with a different region, you can change it using the following guides: * [Apple Store: Change your Apple ID country or region](https://support.apple.com/en-us/HT201389) * [Google Play Store: Change your Google Play country](https://support.google.com/googleplay/answer/7431675?hl=en) ## Enrollment and authentication issues If you can't enroll or authenticate, make sure: * **The Keyless Authenticator can see your face.** Your face should be completely contained within the on-screen preview during enrollment and authentication, and shouldn't be covered by your hair, a scarf, or a hat. Make sure there's enough light in the room for your camera to see your face. * **Your smartphone is connected to the internet.** Keyless Authenticator requires a reliable internet connection to authenticate to online services. * **You're using a supported operating system and web browser.** | | | | - | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | | Keyless supports the following browsers:* **Chrome** 65 or later (Windows 8 or later, MacOS 10.12 (Sierra) or later, or Ubuntu Linux 18.04 or later) * **Firefox** 55 or later (Windows 8 or later, MacOS 10.12 (Sierra) or later, or Ubuntu Linux 18.04 or later) * **Safari** 11 or later (Mac OS 10.12 or later) * **Microsoft Edge** 75 or later (Windows 10) * **Microsoft Internet Explorer** 11 (Windows 8 or later) * **Chrome** 78 or later (Android 7 or later) * **Safari** 12 or later (iOS 12.4 or later) | If the problem persists, unlink your device and add it again to your external account. ## QR scanning issues If the Keyless Authenticator can't scan the QR code, make sure: * The camera on the back of your smartphone is facing the QR code * The QR code covers the entire square frame on the smartphone screen when the QR code scanner is open * The smartphone and QR code are not moving or shaking * There aren't any other windows on screen partially covering the QR code * You're scanning the QR code using Keyless Authenticator, rather than your smartphone's default camera app or a different QR scanner | | | | - | ------------------------------------------------------------------------------------------------------------------------ | | | If the problem persists, see platform-specific help for iOS and Android, and contact us at . | ## iOS troubleshooting This section lists common ways to address enrollment and authentication failure scenarios on iOS. If Keyless Authenticator is not working as expected, follow the procedures below. After each procedure, try Keyless Authenticator again to see whether the issue is resolved. Always make sure you're running the latest version of Keyless Authenticator by visiting the [App Store](https://apps.apple.com/us/app/keyless-authenticator/id1494269968) on your smartphone. ### Enrollment #### Force-quit Keyless Authenticator 1. Swipe up from the bottom of the screen and hold. 2. Swipe up on the Keyless Authenticator card to flick it off the screen. [Watch the force-quit tutorial](https://youtu.be/DuuPSZsQ5Ok) #### Restart your device 1. Press and hold either **Volume Up** or **Volume Down** and the **Side** button for a few seconds. 2. Drag the slider to the right, then wait 30 seconds for your device to turn off. 3. Turn your device back on by pressing and holding the side button until you see the Apple logo. [Watch the device restart tutorial](https://youtu.be/-9zVJ9G-6t4) #### Reinstall Keyless Authenticator 1. Touch and hold the Keyless Authenticator app. 2. Tap **Delete App**. 3. Tap **Delete**. 4. Reinstall Keyless Authenticator from the [App Store](https://apps.apple.com/us/app/keyless-authenticator/id1494269968). [Watch the reinstall tutorial](https://youtu.be/97_5qVpEqlE) ### Authentication #### Force-quit Keyless Authenticator 1. Swipe up from the bottom of the screen and hold. 2. Swipe up on the Keyless Authenticator card to flick it off the screen. [Watch the force-quit tutorial](https://youtu.be/-9zVJ9G-6t4) #### Restart your device 1. Press and hold either **Volume Up** or **Volume Down** and the **Side** button for a few seconds. 2. Drag the slider to the right, then wait 30 seconds for your device to turn off. 3. Turn your device back on by pressing and holding the side button until you see the Apple logo. [Watch the device restart tutorial](https://youtu.be/-9zVJ9G-6t4) #### Delete linked account 1. Open Keyless Authenticator. 2. Tap the account you want to delete, then swipe all the way to the left. 3. Authenticate to confirm account deletion. [Watch the linked-account deletion tutorial](https://youtu.be/97_5qVpEqlE) #### Reinstall Keyless Authenticator 1. Touch and hold the Keyless Authenticator app. 2. Tap **Delete App**. 3. Tap **Delete**. 4. Reinstall Keyless Authenticator from the [App Store](https://apps.apple.com/us/app/keyless-authenticator/id1494269968). [Watch the reinstall tutorial](https://youtu.be/97_5qVpEqlE) ## Android troubleshooting This section lists common ways to address enrollment and authentication failure scenarios on Android. If Keyless Authenticator is not working as expected, follow the procedures below. After each procedure, try Keyless Authenticator again to see whether the issue is resolved. Always make sure you're running the latest version of Keyless Authenticator by visiting the [Google Play Store](https://play.google.com/store/apps/details?id=io.keyless.push) on your smartphone. ### Enrollment #### Force-quit Keyless Authenticator 1. Long-press the Keyless Authenticator icon and tap **App info**. 2. Tap **Force stop** and confirm. [Watch the force-quit tutorial](https://youtu.be/TgXtnhCgMqE) #### Restart your device 1. Long-press the power button on the side or back of your device. 2. Tap **Restart** if available, or **Power off**. 3. If you tapped **Power off**, wait 30 seconds and then turn your device back on by pressing the power button. [Watch the device restart tutorial](https://youtu.be/EvE1Wumo3MI) #### Reinstall Keyless Authenticator 1. Long-press the Keyless Authenticator icon. 2. Tap **App info**. 3. Tap **Uninstall** and confirm. 4. Reinstall Keyless Authenticator from the [Google Play Store](https://play.google.com/store/apps/details?id=io.keyless.push). [Watch the reinstall tutorial](https://youtu.be/GwmsyYdQBqo) ### Authentication #### Force-quit Keyless Authenticator 1. Long-press the Keyless Authenticator icon and tap **App info**. 2. Tap **Force stop** and confirm. [Watch the force-quit tutorial](https://youtu.be/TgXtnhCgMqE) #### Restart your device 1. Long-press the power button on the side or back of your device. 2. Tap **Restart** if available, or **Power off**. 3. If you tapped **Power off**, wait 30 seconds and then turn your device back on by pressing the power button. [Watch the device restart tutorial](https://youtu.be/EvE1Wumo3MI) #### Reinstall Keyless Authenticator 1. Long-press the Keyless Authenticator icon. 2. Tap **App info**. 3. Tap **Uninstall** and confirm. 4. Reinstall Keyless Authenticator from the [Google Play Store](https://play.google.com/store/apps/details?id=io.keyless.push). [Watch the reinstall tutorial](https://youtu.be/GwmsyYdQBqo)