What to do if you receive an error message while attempting to connect your GateKeeper token to the computer.
GateKeeper Client Error Messages
Invalid PIN or Unauthorized User:
Message: Invalid PIN or Unauthorized User
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.
Unable to find token:
Message: Unable to find 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.
No Valid Credentials
Message: No valid credentials
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.
Token not in Range
Message: Token not in UNLOCK range
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.
- From your computer's GateKeeper Client application, move the UNLOCK slider towards the lower end - near the 70 % signal quality mark.
No Bluetooth Found:
Message: No Bluetooth Devices
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.
Failed PIN Complexity:
Message: PIN must be at least, Length: [4] Max consecutive characters: [x]
How to resolve:
- Try entering a different PIN combination.
- 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.
For any additional questions or concerns regarding proximity settings, computer locking, password management, or compliance, please contact GateKeeper Enterprise support using the Support Ticket form on https://gkaccess.com/support/ or email support@gkaccess.com.
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ERROR MESSAGE ON LOGIN SCREEN; WHY CAN'T I LOGIN WITH GATEKEEPER; New PIN must be different from the previous PIN; No Bluetooth Found: Unable to find token; client app error messages; application error message;
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