Troubleshooting and Tools

Troubleshooting

The primary source for troubleshooting tips is the FAQ on the YubiKey Bio start page.

Fingerprint:If the YubiKey cannot match fingerprint to template three times in a row, fingerprint recognition is blocked. The YubiKey Bio falls back to PIN.
PIN:If you enter the wrong PIN eight times in a row, the YubiKey FIDO2 application will be locked, which means it cannot communicate with you or with any site or service. It indicates the blocked state by flashing its amber LED slowly and continuously. In order to restore this functionality, the FIDO2 application must be reset. For more details, see FIDO2 PIN.
Unblock:Unblock the YubiKey Bio’s biometric function (its ability to read fingerprints) by going to the unblocking FAQ on the YubiKey Bio start page. Otherwise you can use any of the other methods given in Tools.
Reset:You can also reset it, but doing so erases all the discoverable credentials on it, setting it back to factory defaults. See Resetting Your YubiKey Bio with the Yubico Authenticator for Desktop.

If you run into any issues with a YubiKey Bio, you can also refer to the Knowledge Base on Yubico’s Support site and search for your issue. If your issue is not listed in the Knowledge Base, or if you have any technical questions, you can open a ticket with our Technical Support team.

Unblocking/Unlocking

Use the appropriate link on the YubiKey Bio start page or the Yubico Authenticator for Desktop.

Other Issues

If you run into any issues with a key from the YubiKey Bio Series, refer to the Knowledge Base and search for your issue. If your issue is not listed in the Knowledge Base, or if you have any technical questions, you can get in touch with Yubico Support, http://yubi.co/support.

Tools

Yubico Authenticator for Desktop

Yubico Authenticator for Desktop can be used to manage the YubiKey Bio. It is open source and cross-platform, running on Windows, macOS, and Linux. The iOS and Android versions of Yubico Authenticator cannot be used to manage the YubiKey Bio.


To get in touch with Yubico Support, click here.