Tips
Pieces of information that could help you provide better support for your employess.
Enabling backups
Enabling backups is highly recommended.
To enable the backup functionality, please make sure that the user has the most updated Keyless App from the App Store or Google Play and follow the steps below:
iOS Users
Make sure that iCloud Drive is enabled on your device and you have enough space to perform the backup (at least 1 Mb):
Go to Settings - [Your Name] - iCloud - and make sure iCloud Drive is enabled.
Open the Keyless app and click the gear icon in the top right corner to go to “Settings”.
Check "Enable Backups" and wait a few seconds for the operation to be completed successfully.
Android users
Make sure that you have enough space on Google Drive to perform a backup (at least 1 Mb)
Open the Keyless app and click the gear icon in the top right corner to go to “Settings”
Check "Enable Backups" and wait a few seconds for the operation to be completed successfully.
What shall I do if a user cannot see the QR code?
Users must make sure they are using one of the supported web browsers. If the problem persists, users may need to clear their cache and cookies.
What shall I do if the Keyless Authenticator cannot identify the user's face?
The user needs to make sure that the face:
is fully visible in the preview on the screen.
is not covered by hair, a scarf, a hat, or a mask.
is adequately illuminated.
Make sure that there are no direct light sources on the device's internal camera as these light sources may compromise the enrolment process.
What shall I do if the Keyless Authenticator does not receive notifications?
The user must ensure that he/she has entered their email correctly, and that the phone has internet connection.
The user must disable "Do not disturb", "Do not disturb while driving" on the smartphone.
The user must verify that they have enabled notifications for Keyless Authenticator:
On Android devices:
Long press on the Keyless Authenticator icon
Open the "App info" item in the menu
Open the "Notifications" item
Make sure that "Show notifications" is enabled
On iOS devices:
Open the Settings application
Open Notifications -> Keyless
Make sure "Allow Notifications" is enabled
Understanding timeout events
Timeouts are a common foundation for security and a consistent source of hidden risk to an end user’s experience.
On Authentication: Most timeouts can be resolved by having the user repeat the action, such as authentication, and quickly proceeding to their next action – such as authenticating. On Pairing: Timeouts equally serve to limit the exposure of a user’s active enrollment.
Users may experience timeouts during registration for several reasons:
A user has reached an active QR scan screen – and is downloading the mobile application and this has led to a timeout of the QR screen. Simply have the user have their app open with their scan QR camera ready and select try again on the workstation.
A user has reached the QR screen, and the QR screen has vanished – or timed out – while the user is in the middle of enrolling or registering an authenticator. The user is unfortunately taking too long to complete the pairing. Try and have the user do this again during a troubleshooting session and identify which part of the process is taking the user the most amount of time.
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