My computer says it is "Already Unlocked."

Possible Causes

1) Status has not reached the mobile device regarding successful lock 
2) Network issue

Level 1 Helpdesk

- Ask the user to wait 1 minute before trying again on their mobile app
- Ask the user to close and reopen their mobile app
- Ask the user to restart the workstation and try again
- If the issue is unresolved: request the user to submit a support log using their side panel in the 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. You may need to remove the user from User Management and have them re-pair their workstation with their mobile app.

Learn More in the HYPR Workforce Help Desk Guide

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