Basic YubiKey Troubleshooting


To help identify several common issues with YubiKeys, you can follow the instructions below. Note: YubiKeys use capacitive touch sensors, so if your skin is dry, it will be harder for a touch to be detected. Lotion may help this, and you can also try applying more pressure to make sure your finger covers more of the sensor.

 

  1. Plug the YubiKey in and confirm the LED turns on. If not, try flipping it over as some USB ports are "upside down".
  2. Check to see how your YubiKey is being identified.
    • 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.
  3. Make sure the YubiKey shows up as "YubiKey OTP+FIDO+CCID" or similar, depending on the model of YubiKey.
  4.  If you have any USB adapter or USB hub between the YubiKey and your computer, please try to insert the YubiKey directly into your computer.
  5. Try the Key on another machine (PC/Mac) if  you have one available.
  6. If you are missing one of the USB Interfaces (OTP, U2F/FIDO, or CCID) you can use the Enabling or Disabling USB Interfaces article to enable it.
  7. Test WebAuthn by following the steps here.
    • Note: succeeding the WebAuthn demo confirms proper functionality of the YubiKey's touch sensor.
  8. Test OTP by following the steps here.

 

If these steps don't resolve your issue, consider opening a support ticket here. To help expedite resolution, please include the following pieces of information when opening a support ticket:

 

  • A screenshot of Settings > Devices, or equivalent, depending on your operating system (see step 2 above).
  • The results of the WebAuthn and 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 (to do, that right-click on YubiKey Manager and select “Run as administrator”.
  • Information on your running OS, chosen browser and their versions.
  • The order number or invoice from when you purchased your YubiKey.
  • If able to test on multiple machines, whether the problem occurs on both.