GateKeeper Client App screen error messages.

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 [e-mail].

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