GateKeeper Login Screen Error Messages.

What to do if you receive an error message while attempting to unlock a PC with GateKeeper.

GateKeeper Client Error Messages

Unauthorized User:

Message: "Check your PIN and make sure you are an authorized user on this computer"

How to resolve:

• Did you type in your PIN correctly? Contact your Hub administrator to reset your PIN if required.
• Is your user in the same group as the computer you are trying to access? Check with your Hub Administrator to provide you access to this machine.

Token not in range:

Message: "Move your token closer to your computer" / "A valid GateKeeper token is not in range or PIN is" required

How to resolve:

• Your token may not be in the UNLOCK range. Move it closer to the USB sensor.
• The PIN timeout may have expired. Try re-entering your PIN.
• Is your battery low? Press and hold the button on the key fob to see if it beeps and a Green LED turns on.
• Bring up the GateKeeper Trident app on your phone in the foreground if you are using that as a token

No Bluetooth Found:

Message: "Could not find a Bluetooth sensor"

How to resolve:

• Re-insert USB sensor (dongle)
• Log in manually and turn on internal Bluetooth
• Log in manually and reset Bluetooth adapters
• Log in manually and turn off airplane mode
• Make sure your Num Lock is on

Move Token Closer:

Message: "Move your token closer to your computer."

How to resolve:

• Your token is not in UNLOCK range. Move it closer to the USB sensor.
• Maintain line-of-sight between the sensor and the GateKeeper token.
• From your computer's GateKeeper Client application, move the UNLOCK slider towards the lower end - near the 70 % signal quality mark.

No GateKeeper Found:

Message: "Unable to find your GateKeeper token"

How to resolve:

• Is your battery low? Press and hold the action button on the token to see if it beeps and a Green LED turns on. If it beeps red, the battery is low.
• Bring up the GateKeeper Trident app in the foreground if you are using your phone as a token.
• Remove the USB sensor for 10 secs, then re-insert the USB sensor.

Invalid Credential (with token login):

Message: "No valid credentials found for your GateKeeper profile"

How to resolve:

• Do you have a valid password for this computer registered with your GateKeeper user account? Contact your Hub administrator to ensure a valid credential is present in your profile.

Incorrect OTP code:

Message: "The OTP code was not correct"

How to resolve:

• Confirm your OTP code is correct and try again.

Incorrect Email Address:

Message: "User not found with this email address"

How to resolve:

• Check the email address and try again.
• Contact your Hub administrator to confirm your email address and OTP login option is enabled for your account.

Invalid Credential (with OTP login):

Message: "No valid credentials for this user"

How to resolve: 

• Do you have a valid password for this computer registered with your GateKeeper user account?
• Contact your Hub administrator to add a valid password to this user and try again.

Failed PIN Complexity:

Message: "PIN complexity requirements not met"

How to resolve:

• Contact your Hub administrator for PIN complexity requirements.

Old and new PINs are the same:

Message: "New PIN must be different from the previous PIN"

How to resolve:

• Try entering a different PIN combination.
• Contact your Hub administrator for PIN complexity requirements. The default requirements are a minimum of 4 characters and no more than 2 consecutive characters. 

An unexpected error has occurred

Message: An unexpected error has occurred

How to resolve:

• Contact your Hub administrator for support.

For any additional questions or concerns regarding 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].

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