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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.
- Plug the YubiKey in and confirm the LED turns on. If not, try flipping it over as some USB ports are "upside down".
- 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.
- Make sure the YubiKey shows up as "YubiKey OTP+FIDO+CCID" or similar, depending on the model of YubiKey.
- 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.
- Try the Key on another machine (PC/Mac) if you have one available.
- 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.
- Test WebAuthn by following the steps here.
- Note: succeeding the WebAuthn demo confirms proper functionality of the YubiKey's touch sensor.
- 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.