Why can't I pair my token?

Assuming you're registering your token for the first time, please see the common solution listed below. 

Move the token closer to the USB sensor. During the registration process, the GateKeeper token needs to be extremely close to the proximity sensor (within 2 inches). 

Try a different USB port. Plug the USB proximity sensor into another available USB port. Place the token next to the USB senor, then run the registration process. Click here for registration instructions.

You're using a GateKeeper 2.0 token instead of the Halberd. If you're using a 2.0 token, then you need to update its firmware before pairing it to the new software. Please click here for detailed instructions.

The battery is not firmly set inside the token. If you are using a battery-powered token, please remove the battery from the token then re-insert the battery. The token should beep once the battery is inserted. 

Dead Battery: If you have a rechargeable token, please charge it using USB-C for 15 minutes. If the token's battery is dead, please replace it with another CR2450 battery. 

If you're still unable to get your token to pair with the software, please contact our support team at [e-mail].

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