My computer says "PIN already used," But this is the first time it has been used.

Possible Causes

  • There may be an intermittent error
  • There may be a conflict with the domain controller
  • There may be an issue in the product crypto process

Level 1 Helpdesk

  • Has Offline Mode ever worked for the user before? 
  • If so, have the user disable internet on the workstation and try another PIN
  • Have the user reboot the machine; if this resolves the issue, log the event as successful, but report the finding to escalate for further product review
  • If the issue persists, engage the user to use online authentication
  • If the issue cannot be resolved, ask the user to submit a Support log using their side panel in the HYPR Mobile App for escalation to the Level 2 Helpdesk

Level 2 Helpdesk

Given the Support information provided by Level 1:

  • Identify if there are errors captured in the Audit Trail for the particular deviceId or user handle reported
  • The user may need to be removed from User Management and then re-pair the workstation using the HYPR Mobile App

 

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