GateKeeper Login Screen Error Messages Explained.

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

★ Guide to troubleshoot PC login errors.★

This article provides the necessary next steps after receiving a failed login message. Either review the entire article below or click the image below to use the self-help guide.

Please share these details with your GateKeeper Hub admin or the GateKeeper Support agent for a faster resolution. Requires the GateKeeper Enterprise Client app v3.12.32 or higher.

We have prepared a comprehensive solution guide that provides step-by-step instructions to help you resolve the problem of unlocking computers with GateKeeper. 

GateKeeper Client Error Messages

Invalid PIN or device not found:

How to resolve:

• Verify that your PIN is valid. (Ensure your Caps Lock is OFF, Num Lock is ON). Contact your Hub administrator to reset your PIN if required.
• Make sure your Bluetooth is turned ON. Remove the USB sensor for 10 secs, then re-insert the USB sensor.
• Verify that the user is an authorized user for this computer. Check with your Hub Administrator to provide you access to this machine.
• Check your token's battery. 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.
  • If you are using a GateKeeper rechargeable token, make sure the token is turned ON. The power switch is under the token, next to the charging port. Also, please charge it for 10 minutes using a USB-C cable.
  • If you are using a GateKeeper battery-powered token, please replace the battery (CR2450).
• Bring up the GateKeeper Trident app in the foreground if you are using your phone as a token.

Bring your token closer and try again:

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 (Your Caps lock is OFF, Num lock is ON).
• Check your token's battery. 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.
• Maintain line-of-sight between the sensor and the GateKeeper token.

Bluetooth not scanning or no tokens in range:

How to resolve:

• Your token may not be in the UNLOCK range. Move it closer to the USB sensor.
• Check your token's battery. 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.
• Verify the rechargeable token is powered on.
• Make sure your Bluetooth is turned ON.
• Remove the GateKeeper USB sensor for 10 secs, then re-insert the USB sensor. See the following article to verify if your GateKeeper USB sensor is functioning correctly. How to check if my USB proximity sensor is working.
• Verify the airplane mode is turned OFF.

No valid credentials:

How to resolve:

• Verify that you have a valid computer login [username, domain, and password] saved in your GateKeeper User profile. Contact your Hub administrator to ensure a valid credential is present in your profile.

Invalid OTP code:

How to resolve:

• Confirm your OTP code is correct and try again. (Make sure your Caps lock OFF/ Num lock ON).
• Reset your OTP backup login.

User not found:

How to resolve:

• Verify that you typed your email address correctly in the OTP login field.
• Contact your Hub administrator to confirm your email address and OTP login option is enabled for your account.
• Reset your OTP backup login and make sure the email address is correct.
• Do you have a valid password for this computer registered with your GateKeeper user account?

Recovery code is incorrect:

How to resolve:

• Confirm your recovery code is correct and try again. (Make sure your Caps lock OFF/ Num lock ON).
• Reset a new recovery code. 

Admin Access Password is incorrect:

How to resolve:

• Confirm your admin access password is correct and try again. (Make sure your Caps lock OFF/ Num lock ON).

Failed Login:

A failed login reported by the software means that the GateKeeper user attempted to log into a PC, and it failed. Here are the resolution steps:

• Check your login password does not have any non-English standard characters. 
• Failed login due to typing in an incorrect PIN.
  Contact your GateKeeper Hub admin to update or change your PIN.
• Failed login due to credential error. For example, an incorrect password, username, or domain is saved in GateKeeper.
  Contact your GateKeeper Hub admin to update your credential information. 
• Failed login due to an unauthorized GateKeeper user login attempt.
  Contact your GateKeeper Hub administrator to confirm you have access to this computer. 
• Failed login due to NOT having a valid credential for the computer.
  Contact your GateKeeper Hub administrator to confirm you have access to this computer. 

An unexpected error has occurred

Message: An unexpected error has occurred

How to resolve:

• Contact your Hub administrator to reach out to the GateKeeper support team for further assistance [e-mail]. 

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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