When I add a new User, reset PIN for next log in doesn't work from lock screen.

When adding a new user and enabling the option to reset the PIN from the GateKeeper Hub, users are expected to reset their PIN from the lock screen.

However, if you don't see the option or encounter difficulties in resetting the PIN from the lock screen, please consider the following troubleshooting steps:

1. If you use the touch-to-unlock method, your login screen won't have you go through type new PIN. However, if you want to reset your PIN, choose "GateKeeper Login" and type a PIN there.

2. Ensure that the computer is connected to the GateKeeper Hub when the change PIN request is initiated. A stable connection is necessary for the PIN reset process.

3. Verify that the user is logged in with their GateKeeper Token. The presence of the token is crucial for the PIN reset functionality.

To address the issue of GateKeeper not requesting the PIN for resetting, it's important to understand that when a user unlocks the workstation using the touch-to-unlock method, the PIN reset option is bypassed as it's not a part of the authentication process. If you want users to reset their PIN, they must enter it at the login screen.

Please review these factors and follow the troubleshooting steps provided to resolve the issue.

For any additional questions or concerns regarding security, proximity settings, computer locking, credential management, or compliance, please contact GateKeeper Enterprise support using the Support Ticket form on https://gkaccess.com/support/ or email [e-mail].