Troubleshooting and Support

For direct support from Keyless, visit the Keyless Support Center.

Creating Effective Support Tickets

Level 3 Support has the ability to contact Keyless Support directly to raise issues that have no clear resolution. Keyless support will work with your teams to reach rapid resolution.

Use the description text that best matches the scenario. An example of a request containing information which will reduce the time to resolution may include:

• Phone Model: IPhone 8

• Phone OS: iOS 13.2.2

• Time of Issue: I experience the issue as early as 4:30 am EST to trying after hours as late 9:30 p.m. EST

• Place of Issue: Office

• Relevant Log Files/Screenshots: as attachments

• Issue: User Is unable to unlock their workstation using Keyless

• Steps taken when issue is experienced:

  • Step 1 ....

  • Step 2...

  • Step 3...

Retrieving Logs from Mobile Apps

The Keyless Authenticator application contains an easy to use menu to enable the user to provide help desk teams with information about the user's associated software and devices.

Encouraging users to upgrade to the latest version of the Keyless Authenticator application and the latest available operating system may improve application performance and reduce the risk of bugs while improving the security of the user experience.

To guide a user in how to submit mobile information to your organization, ask the user to select the Settings menu, or gear in the top right corner of the main screen of their mobile app. From here, have the user select “Contact Support” and the user’s email service will appear with the contents of the message.

If the user receives an error message and their email service does not appear, this indicates the user’s email client is not currently configured. Inform the user and ask them if they would be interested in setting up their email client on their mobile device.

Step 1 - click the gear icon.

Step 2 - select "Contact Support".

Step 1 - send email to Keyless support.

Troubleshooting

Enabling backups

Enabling backups is highly recommended.

To enable the backup functionality, please make sure that the user has the most up to date Keyless App from the App Store or Google Play and follow the steps below:

Android

1. Make sure that you have enough space on Google Drive to perform a backup (at least 1 Mb)

2. Open the Keyless app and click the gear icon in the top right corner to go to “Settings”

3. Check "Enable Backups" and wait a few seconds for the operation to be completed successfully.

iOS

Make sure that iCloud Drive is enabled on your device and you have enough space to perform the backup (at least 1 Mb):

1. Go to Settings - [Your Name] - iCloud - and make sure iCloud Drive is enabled.

2. Open the Keyless app and click the gear icon in the top right corner to go to “Settings”.

3. Check "Enable Backups" and wait a few seconds for the operation to be completed successfully.

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.

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 enrollment process.

Keyless Authenticator does not receive notifications

The user must ensure that they has entered their email correctly, and that the phone has internet connection.

1. The user must disable "Do not disturb" and "Do not disturb while driving" on the smartphone.

2. The user must verify that they have enabled notifications for Keyless Authenticator:

3. On Android devices

   1. Long press on the Keyless Authenticator icon

   2. Open the "App info" item in the menu

   3. Open the "Notifications" item

   4. Make sure that "Show notifications" is enabled

4. On iOS devices:

   1. Open the Settings application

   2. Open Notifications -> Keyless

   3. 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:

1. 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.

2. 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.