My computer says “PIN is expired.” I cannot login at all.

Possible Causes

  • Expired PINs are used
  • All Offline Mode PINs have been exhausted

Level 1 Helpdesk

  • Has Offline Mode ever worked for the user before?
  • If the user can do an online authentication, ask them to do one successful online authentication and login to their workstation
  • Upon a successful unlock, ask the user to lock their machine and try Offline Mode again
  • The user can generate a new PIN by doing a long press on the computer button on the mobile device, and tap Unlock Computer
  • Try again by entering the new PIN in the Offline PIN field
  • Try the above steps again after asking the user to reboot the computer, and disable the Internet on the computer
  • If the issue persists, ask the user to submit a Support log using 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 may need to re-pair the workstation with their HYPR Mobile App

 

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