Note: If you're attempting to troubleshoot a multi-protocol model such as the YubiKey 5 Series, refer to this article.
This article provides some initial troubleshooting steps to help identify what might be wrong with your Security Key. 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: 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.
- Plug in the Security 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."
- 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.
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Check that YubiKey FIDO or similar appears in one of the following locations when the key is inserted. The YubiKey Bio and current release of the Security Key will appear here as YubiKey FIDO, while older Security Key models may appear as Security Key by Yubico
- 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
- Make sure the Security Key shows up as YubiKey FIDO or Security Key by Yubico
- Perform a test on the Yubico genuine website, which will require you to touch the Security Key's capacitive touch sensor. A successful test here will confirm the touch sensor is functioning properly.
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:
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What you are trying to accomplish overall, a link to the steps you are following if applicable, and clarification on what is not working
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Test the Security Key on the Yubico genuine website and send a screenshot of the result
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Which operating system and browser you are using, including versions
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The order number or invoice from your Security Key purchase
- If able to test on multiple machines, whether the problem occurs on both
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