Troubleshoot YubiKey Authentication

Overview

Use this guide if your YubiKey is not detected or is not working during P1 authentication.

Complete the following checks before contacting the Help Desk.

YubiKey is not detected

1. Remove the YubiKey from your computer.
2. Insert it securely into the USB port.
3. Wait a few seconds for your computer to recognize the device.
4. Try authentication again.
5. If available, try another USB port.
6. Close and reopen your browser.
7. Confirm that you are using the YubiKey associated with your account.
8. If the YubiKey is still not detected, restart your device and try again.

Lost, damaged, or replaced YubiKey

If your registered YubiKey is lost, damaged, replaced, or no longer works, contact the Help Desk for assistance.

DANGER

Security reminder: Never provide your YubiKey PIN, password, MFA/OTP codes, or other authentication secrets in a support request.

Need more help?

When contacting the Help Desk, use the email address associated with your P1 account whenever possible and include:

• A short description of the problem.
• The exact error message you receive.
• A screenshot of the error, if available.
• The troubleshooting steps you have already completed.