Initial YubiKey troubleshooting

 Note: If you're attempting to troubleshoot a Security Key, refer to this article.

This article provides some initial troubleshooting steps to help identify what might be wrong with your YubiKey. Please know that this may not solve your issue, but it’s worth trying the steps out below before submitting a ticket with the Yubico support team for further troubleshooting. 

Before starting the troubleshooting, please make sure to remove any initial USB hubs, extensions, etc., Insert the key directly into your device.

 Tip: 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. Is the YubiKey physically powered on?
   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. Is the YubiKey seen by your Operating System?
   Check that YubiKey OTP+FIDO+CCID or similar appears in one of the following locations when the key is inserted
   • Windows users check Settings > Bluetooth & devices > Devices > Bluetooth & other devices and look under Other devices
   • macOS users check (Apple Menu) > About This Mac > More Info... > System Report... and locate the Security Key under Hardware > USB
   • Linux users execute the command lsusb -v in Terminal
     
     
3. Is the YubiKey’s touch sensor working?
   Perform a test on the Yubico genuine website, which will require you to touch the YubiKey's capacitive touch sensor. A successful test here will confirm the touch sensor is functioning properly.
   
   
4. Have any interfaces been disabled on the YubiKey?
   Instructions on re-enabling the interfaces can be found in the following article: Enabling or disabling applications.
   
   
5. Is Yubico OTP working? (YubiKey 5 Series only)
   Test your Yubico OTP by following the steps here
   
   • In case Yubico OTP is not working, you can find instructions on how to reset the application here
     
     
6. Have you followed troubleshooting instructions for the service/app that isn’t working properly with the YubiKey?
   You can find security setup instructions for many services in the Works with YubiKey catalog, or on the service provider's web site. 
   
   
7. Is the issue localized?
   Test the YubiKey on another device. Try repeating the steps outlined above and confirm if the YubiKey works. If it works, the issue could be with the device and/or its USB-ports. 
   
   

Does the issue still persist? Open a support ticket 

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:

1. What you are trying to accomplish overall, a link to the steps you are following if applicable, and clarification on what is not working
   
2. Test the YubiKey on the Yubico genuine website and send a screenshot of the result
   
3. Screenshots of the Home and Toggle applications tabs from Yubico Authenticator (Desktop version) if the application is already installed
   

    Note: In Windows 10 and 11, you will need to run Yubico Authenticator with administrator privileges in order to access the FIDO2/Passkeys settings.

4. Which operating system and browser you are using, including versions
   
5. The order number or invoice from your YubiKey purchase
   
6. If able to test on multiple machines, whether the problem occurs on both