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Passkey Troubleshooting

Solutions for common passkey authentication problems.

Can't Set Up Passkey

Passkey Setup Option Not Available

Symptoms: - Don't see "Set up passkey" option - No passkey enrollment available

Possible Causes & Solutions:

1. Browser Doesn't Support Passkeys - Required: Chrome/Edge 90+, Firefox 90+, Safari 14+ - Solution: Update browser to latest version - Check browser compatibility at: webauthn.io

2. Device Lacks Authenticator - Required: One of: - Windows Hello (Windows 10 v1903+ or Windows 11) - Touch ID / Face ID (macOS/iOS) - Android biometrics (Android 9+) - Hardware security key (YubiKey, etc.) - Solution: Verify your device has compatible authenticator

3. Feature Disabled in Browser - Solution: Check browser security settings - Ensure WebAuthn/FIDO2 not disabled - Try different browser to test

4. Corporate/Network Restrictions - Solution: Check with IT department - May need to enable WebAuthn on corporate network - Try from personal device/network to test

Passkey Setup Fails

Symptoms: - Setup starts but doesn't complete - Error during passkey creation - "Something went wrong" message

Solutions:

1. Try Again - Click "Set up passkey" again - May have been temporary error - Ensure you approve the authentication prompt

2. Check Authenticator - Ensure biometric reader is working - Test fingerprint/face recognition in OS settings - Clean fingerprint sensor if dirty - Re-enroll biometric if having issues

3. Try Different Authenticator - If using built-in biometrics, try security key - If using security key, try built-in biometrics - Some devices support multiple options

4. Clear Browser Data - Clear site cookies and cache - Close and reopen browser - Try setup again

5. Try Different Browser - Chrome/Edge may work better than Firefox - Safari on Apple devices often most reliable - Try incognito/private mode

Wrong Biometric Prompt Appears

Symptoms: - Unexpected authenticator prompt - Windows Hello appears on Mac (or vice versa) - Wrong security key requested

Cause: Browser detecting multiple authenticators

Solutions:

  1. Cancel and Retry - Choose different option
  2. Specify Authenticator - Look for authenticator selection in browser
  3. Disable Other Authenticators - Temporarily disable alternatives
  4. Use Specific Browser - Safari for Touch ID, Edge for Windows Hello

Can't Log In With Passkey

Passkey Prompt Doesn't Appear

Symptoms: - Click "Sign in with passkey" but nothing happens - No biometric prompt - No security key detection

Solutions:

1. Check Device - Are you on the same device where passkey was registered? - Passkeys are device-specific (unless synced via cloud) - Try password login if on different device

2. Verify Passkey Exists - Log in with password - Check passkey list in account settings - Passkey may have been removed

3. Check Browser - Use same browser where passkey was registered - Some browsers don't sync passkeys between profiles - Try Chrome/Edge/Safari

4. Restart Browser - Close all browser windows - Reopen browser - Try passkey login again

5. Check USB Connection (if using security key) - Ensure key properly inserted - Try different USB port - Check if key is recognized by OS

Passkey Authentication Fails

Symptoms: - Biometric prompt appears but fails - "Authentication failed" error - Security key not recognized

Solutions:

1. Biometric Authentication - Fingerprint: - Clean fingerprint sensor - Try different finger - Re-scan finger in OS settings - Ensure finger is dry and clean

  • Face Recognition:
  • Ensure good lighting
  • Look directly at camera
  • Remove glasses if having issues
  • Re-enroll face in OS settings

2. Security Key - Remove and reinsert key - Try different USB port - Check if key requires touch/button press - Verify key is not damaged - Try key on different device to test

3. PIN Required - Some devices require PIN before biometric - Enter Windows Hello PIN / device PIN when prompted - Reset PIN in OS settings if forgotten

4. Timeout - Respond to prompt quickly - Passkey prompts timeout after 1-2 minutes - Try again if you missed the prompt

"Use a Different Passkey" Error

Symptoms: - Browser shows multiple passkeys - Can't select the correct one - Wrong passkey keeps appearing

Cause: Multiple passkeys registered or passkey from different device

Solutions:

  1. Select Correct Passkey - Choose passkey for current device
  2. Remove Old Passkeys - Log in with password, remove unused passkeys
  3. Clear Browser Cache - May resolve passkey detection issues
  4. Use Password Instead - Fall back to password login

→ Learn about managing passkeys

Multiple Device Issues

Passkey Works on One Device, Not Another

Symptoms: - Passkey works on laptop but not phone - Can't use passkey on work computer

Cause: Passkeys are device-specific by default

Solutions:

1. Register Passkey on Each Device - Log in with password on new device - Set up passkey on that device - Each device needs its own passkey

2. Use Cloud-Synced Passkeys (if available) - Apple: Passkeys sync via iCloud Keychain - Google: Passkeys sync via Google Password Manager - Microsoft: Passkeys sync via Microsoft account - Ensure you're signed in with same account

3. Use Security Key (cross-device option) - Hardware security keys work on any device - Just need USB port or NFC - Same key works everywhere

Lost Access to Device With Passkey

Symptoms: - Device with passkey broken/lost/stolen - Can't access account with passkey

Solutions:

1. Use Password Login - Click "Use password instead" - Log in with your password - Set up new passkey on new device

2. Set Up New Passkey - After logging in with password - Go to account settings - Register passkey on new device - Remove old passkey (if listed)

This is why we recommend: - ✓ Keep password as backup - ✓ Register multiple passkeys - ✓ Include hardware security key as backup

→ Best practices for passkey management

Browser-Specific Issues

Chrome/Edge Passkey Issues

Solutions: 1. Update to Chrome/Edge 90 or later 2. Enable: chrome://settings/passkeys 3. Check Windows Hello / Touch ID is enabled in OS 4. Try incognito mode to test 5. Reset Chrome sync if using sync

Firefox Passkey Issues

Solutions: 1. Update to Firefox 90 or later 2. Check about:config → security.webauth.webauthn is true 3. May need to enable in Firefox settings 4. Firefox passkeys don't sync (as of 2025) 5. Each Firefox profile needs separate passkey

Safari Passkey Issues

Solutions: 1. Update to Safari 14 or later (macOS/iOS) 2. Ensure iCloud Keychain is enabled 3. Passkeys sync via iCloud (same Apple ID) 4. Check Touch ID / Face ID enabled in System Settings 5. Try different Apple device if not working

Security Key Specific Issues

YubiKey Not Detected

Solutions: 1. Remove and reinsert key 2. Try different USB port (USB-A vs USB-C) 3. Check key is not damaged 4. Update YubiKey firmware (use YubiKey Manager) 5. Try on different computer to test key

Need to Touch Security Key

Note: Most security keys require physical touch for security

  1. Touch the metal contact on key when prompted
  2. Look for flashing LED
  3. You typically have 10-15 seconds to touch
  4. Try again if you missed the prompt

Security Key Works for Other Sites But Not This One

Solutions: 1. Ensure key was registered with this system 2. Check key supports FIDO2/WebAuthn (not just U2F) 3. Try re-registering key 4. Contact support with key model information

Managing Problematic Passkeys

Remove Broken Passkey

If passkey isn't working and you can't fix it:

  1. Log in with password
  2. Go to account settings
  3. Find Passkey Management
  4. Select problem passkey
  5. Click "Remove"
  6. Set up new passkey

→ Complete passkey removal guide

Set Up Backup Passkey

To avoid being locked out:

  1. Set up multiple passkeys:
  2. Laptop fingerprint
  3. Phone biometrics

  4. Hardware security key

  5. Keep password as backup:

  6. Don't forget your password
  7. Use password manager
  8. Store securely

Still Having Passkey Issues?

Use Password Instead

You can always fall back to password + MFA:

  1. Click "Use password instead" on login screen
  2. Enter password
  3. Enter MFA code from email
  4. Access account normally

Passkeys are optional - password login always available.

Contact Support

Eastern District of Washington - Clerk's Office

Phone: (509) 458-3410 Email: ecfinfo@waed.uscourts.gov Hours: Monday-Friday, 8:00 AM - 5:00 PM Pacific Time

Information to Provide

When reporting passkey issues: - Your registered email address - Device and OS version - Browser and version - Type of authenticator (Touch ID, Windows Hello, YubiKey, etc.) - Exact error message or behavior - Whether password login works