Basic YubiKey Troubleshooting


If you are having trouble using your YubiKey (including YubiKey Bio) or Security Key, follow the troubleshooting steps below. For help identifying your YubiKey, see Identifying Your YubiKey.

 

  1. Plug in the key and check whether the LED turns on. If it doesn't, try flipping the key over and inserting again; some USB ports are upside down. See here for a visual example of how the YubiKey 5 Nano looks when properly inserted into a USB port.
  2. For YubiKey Bios, make sure you have enrolled at least one fingerprint - see this page for initial setup instructions.
    • Additional troubleshooting steps for the YubiKey Bio can also be found on this page under Frequently asked questions (near the bottom).
  3. Make sure YubiKey OTP+FIDO+CCID or similar appears in one of the following locations when the key is inserted. The YubiKey Bio will appear here as YubiKey FIDO, and blue Security Keys will show as Security Key by Yubico.
    • Windows users check Settings > Devices > Bluetooth & other devices.
    • macOS users check (Apple Menu) > About This Mac > System Report, and look under Hardware > USB.
    • Linux users check lsusb -v in Terminal.
  4. If you are using a USB hub, extension, etc., check whether inserting the key directly into your computer makes a difference.
  5. Try the key with another computer, if possible.
  6. For keys other than Security Keys and YubiKey Bios, if you are missing one or more of the USB Interfaces (OTP, U2F/FIDO, or CCID) you can find instructions on re-enabling them in the article Enabling or Disabling USB Interfaces.
  7. Test WebAuthn by following the steps here. Successfully completing the WebAuthn demo confirms that the YubiKey's touch sensor is working properly.
    • YubiKeys use capacitive touch sensors, so if your skin is dry, it will be harder for a touch to be recognized. Lotion may help this, and you can also try applying more pressure to make sure your finger covers more of the sensor.
  8. For keys other than Security Keys and YubiKey Bios, test OTP by following the steps here.

If the above steps don't resolve your issue, consider opening a support ticket here for further assistance. When filing a ticket, please include as many of the following items as possible:

 

  • What you are trying to accomplish overall, a link to the steps you are following if applicable, and clarification on what is going wrong.
  • A screenshot of Settings > Devices, or equivalent, depending on your operating system (see step 3 above).
  • The results of the WebAuthn and/or OTP demos (any error messages received, screenshots, etc.).
  • A screenshot of the Home Screen and the Interfaces Tab for YubiKey Manager.
    • Note that in Windows, you will need to run YubiKey Manager as administrator for it to detect Security Keys and YubiKey Bios. To do this, right-click the YubiKey Manager shortcut, then click Run as administrator.
  • Which operating system and browser you are using, including versions.
  • The order number or invoice from your YubiKey purchase.
  • If able to test on multiple machines, whether the problem occurs on both.