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