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 GateKeeper rechargeable token, make sure the token is turned ON. The power switch is under the battery, next to the charging port. Also, please charge it for 10 minutes using USB-C cable.
  • If you are using 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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