Basic Security Key Troubleshooting


If your Security Key by Yubico or FIDO U2F Security Key isn't functioning, you can follow the instructions below. Note: Security Keys 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 Security Key in and confirm the LED turns on. If not, try flipping it over as some USB ports are "upside down".
  2. If you don’t see the LED, try a different USB port on the computer or another computer if you have one available. If you are using a USB adapter or USB hub, try to insert the Security Key directly into your computer.
  3. Check to see how the Security Key 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.
  4. Make sure the Security Key shows up as Security Key by Yubico or similar.
  5. Test WebAuthn by following the steps here.
    • Note: succeeding the WebAuthn demo confirms proper functionality of the Security Key's touch sensor.

 

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 demo (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 Security Key.
  • If able to test on multiple machines, whether the problem occurs on both.

 

Helpful Articles:

Testing U2F