Possible Causes
- Expired PINs are used
- Wrong computer (selected on the mobile app) is used to generate offline PINs
Level 1 Helpdesk
- Has Offline Mode ever worked for you?
- Select the correct computer to generate the offline PINs; try again using the new PINs
- Make sure the PINs are not expired
- If PINs are expired, obtain a new set of PINs by performing an online unlock
- If the issue persists, ask the user to submit a Support log using the HYPR Mobile App for escalation to 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 may need to re-pair their workstation with the HYPR Mobile App