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. 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.
• 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.
• Bring up the GateKeeper Trident app on your phone in the foreground if you are using that as a token.
• 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.

Bluetooth not scanning or no tokens in range:

How to resolve:

• 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.
• Your token may not be in the UNLOCK range. Move it closer to the USB sensor.
• Add a new USB sensor to the computer.
• Make sure your Bluetooth is turned ON. Remove the USB sensor for 10 secs, then re-insert the USB sensor.
• Log in manually and turn on internal Bluetooth.
• Log in manually and reset Bluetooth adapters.
• Log in manually and turn off airplane mode.

No valid credentials:

How to resolve:

• Verify that you have a valid computer login 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).

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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