Troubleshoot security key issues

*Troubleshooting · [internal shortlink]*

Nothing happens when I touch my security key

1. Touch the security key and watch if the light turns on.

If it does not, and it's a USB-A security key, it might be upside-down, reinsert it properly. (USB Type-C keys can be plugged in either orientation).

Should the key not light up when touched, the key may be faulty. Order a replacement from [internal hardware portal].

1. Remove and reinsert your security key.

1. If that doesn't work, restart Chrome by entering chrome://restart in the address bar.

1. If that doesn't work, reset the hardware.

macOS: Restart your Mac (Apple silicon), or Reset the System Management Controller (Intel-based). Ensure you've disconnected all peripherals from the machine before performing the reset (monitors, keyboard, dock or hub, mouse, and so on).

ChromeOS: Reset the ChromeOS (Chromebook or Chromebox) hardware.

1. If that doesn't work, order a new security key from [internal hardware portal] or contact Techstop.

Other issues

I forgot my security key password

Follow security key (SSH) password reset instructions.

I can't authorize my security key over SSH (macOS & gLinux)

On your macOS or gLinux machine, open a terminal and run the following:

[diagnostic command] <remote_hostname>.<3-letter-site-code>.[corp domain]

Note: 3 letter site code is the location of which your device resides. AUS is the site code for Austin. You can find the hostname for your device on [internal device portal].

The output may indicate what's failing and give you steps to fix. Your issue may be covered in Common SSH connection issues.

My security key says it's not registered

Enroll your security key again. If you have no other security keys enrolled, contact Techstop for assistance.

Failed to get ssh pk challenge signature

[error text as shown by the security-key applet, directing to the password-setup shortlink]

sign failed: Cannot read the sign response: could not read byte: EOF

1. macOS, Windows, gLinux: In Chrome, click the security-key extension icon.
2. Remove your security key and reinsert it.
3. In the top corner of the extension, click the reload icon.

Mac: Security key drains battery while Mac goes to sleep

If your laptop shows low battery after long periods of sleep, your security key might be draining the battery to keep itself powered. To stop the drain, you can adjust your settings using Terminal.

Enter the following into Terminal and press Enter:

sudo pmset hibernatemode 25

Note: While this setting will solve battery drain issues, resume from sleep will take longer (ex. 15 seconds). To revert this change:

sudo pmset hibernatemode 3

Warnings or errors about multiple security keys being plugged in

Unplug any extra security key you may have inserted into your device.

If you only know of one security key that's plugged in:

1. Navigate to [internal key-management page]
2. Sort by "Plugged In" to view which keys are currently plugged in.
3. Confirm if there are multiple keys inserted.

When I enroll a security key, all other keys stop working and are unenrolled

You're likely covered by [internal enrollment policy]. See [internal policy page] for more details.

"Security key locked" error

This would happen if you have entered the wrong security password multiple times. To fix this, set a new applet password. If there was an existing password, it would need to be deleted first for a new password to be set.

See [internal instructions page] for setting a new security key password.

"This functionality can only be accessed from a trusted machine" error

This would happen if you attempt to enroll an additional security key using an unmanaged or personal device. You need a managed device to enroll additional security keys after authenticating with your current enrolled, functioning security key.

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