Basic Passkey Troubleshooting
If you're having issues setting up Passkey, please ensure the following:
- The mobile device is not on airplane mode.
- Bluetooth is enabled on your mobile device and computer.
- The mobile device and computer are within close proximity of each other.
- The mobile device and computer are connected to the same Wi-Fi network.
- The mobile device and computer are updated to the latest software version.
If the issue persists, please try restarting your mobile device.
Software & Devices That Support Passkeys
Device Specific Passkey Error Messages & Troubleshooting
iOS or macOS
iCloud Keychain Enabled:
For users on Apple devices utilizing Safari, iCloud Keychain must be enabled to use passkeys. This is essential for password sharing and synchronization across devices. To set up iCloud Keychain, read more here.
iOS 16 or macOS Ventura Required:
Passkeys are supported on devices running iOS 16 or later, or macOS Ventura or later. These newer operating systems include enhanced security features necessary for passkey functionality. Users should ensure their devices are updated to these versions or higher by reading more here.
Error Message: “To save a passkey, you need to enable iCloud Keychain. You can enable Keychain in the Apple ID pane of System Settings”
Cause: This error occurs when iCloud Keychain, which is required to store passkeys on Apple devices, is not enabled.
Solution: To enable iCloud Keychain, read more here.
Error Message: “There are no passkeys saved in your iCloud Keychain”
Cause: This error typically occurs when a user tries to access a service using a passkey that is not stored in their iCloud Keychain or not synchronized across their devices.
Solution: Ensure that iCloud Keychain is enabled and properly synchronized across all devices. For directions on how to check if a passkey exists on your device, read more here.
Windows
Windows Hello Setup:
On Windows 10+ devices, Windows Hello must be configured to use passkeys. To set up Windows Hello, read more here.
Android
Android Version 9 or Later:
Passkey support requires at least Android 9. This is because newer Android versions have better integration with security features like biometrics and secure hardware storage, which are crucial for passkeys.
Google Play Services Updated:
Ensure that Google Play Services is up-to-date, as it plays a critical role in managing security and authentication processes on Android devices.
Error Message: “Passkeys not offered”
Cause: This error often occurs when the Android device that is supposed to use the passkey does not have the screen lock feature activated. The presence of a screen lock is a prerequisite for using passkeys in Android for security reasons.
Solution: To resolve this issue, enable the screen lock feature on your Android by following these instructions.
Browsers
Ensure that the web browser being used is updated to the latest version. Browsers like Safari, Chrome, and Edge often release updates that improve security features, including passkey support.
Chrome Error Message: “No passkeys available. There aren’t any passkeys on this device.”
Cause: No passkey can be found on the current device.
Solution: Verify if a passkey exists on your device by using these instructions. If you have deleted the passkey, you must create a new passkey through Evergreen’s passkey reset process by clicking “Can’t sign in?” at login.
Evergreen Passkey Error Messages
Sign In Error Message: “Unable to sign in, try again.”
- Cause: This error can arise due to several reasons such as multiple passkeys on your device, a temporary server issue, or incompatible device settings.
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Solution: These solutions are listed in the order you should attempt them in:
- Restart the application or refresh the page
- Clearing your cache and restarting the device
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If the issue persists, make sure there aren’t multiple passkeys on your device for the Evergreen App. To check for passkeys on your device, use the following directions for Apple devices, Google Password Manager, or Windows devices.
- If there are multiple passkeys, you should delete the oldest passkeys as these are likely out of date. You can find the date the passkey was created by clicking into the passkey in question on your device.
- It may help to check for any available updates for the application or your device's operating system as well.
Passkey Reset Error Message: “There was a problem.”
- Cause: This error can arise due to a temporary server issue, or incompatible device settings.
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Solution: These solutions are listed in the order you should attempt them in:
- Make sure Bluetooth is enabled, refresh the page, and try again.
- If that doesn’t work, try the Reset Passkey process
- Restart your device and try the Reset Passkey again
- If the issue continues, check for any available updates for the application or your device's operating system