Windows Desktop Login - PIN locked out (expired)

Description

If a user is a.) enrolled in Windows Desktop Login (WDL), and b.) enters their WDL PIN incorrectly 5 times, the user will be locked out from entering the PIN anymore. However, the error message displayed says, “Unable to log you in. PIN is expired.”

Remediation

In order to fix the issue, the user and the IT administrator should do the following:

1. Have the IT Admin generate a recovery key. This is done by:

   • Logging into the Admin Console as an Administrator.

   • Go to the Users tab and select the User that is locked out.

   • Go to the Passkeys tab for the User. You should see a list of passkeys for the user.

   • Find the passkey that has Platform set to Windows and Desktop Login set to Enrolled.

   • In the Desktop Login column you will see a key icon. This icon allows you to generate a Recovery Key that allows the user to reset their PIN. Click the key icon.

• Clicking the key icon will display the recovery key needed to reset the PIN

   

   

2. This recovery key can either be communicated to the user or copied/pasted and sent to the user. However, once this screen is closed, that recovery key is no longer displayed anywhere, and you’ll have to generate a new recovery key.

3. The user who is locked out needs to select the option I forgot my Beyond Identity PIN from the login menu.

• Important NOTE: If this user has entered an incorrect PIN, the user is on a screen where they enter the PIN, and this option is not displayed. Clicking the Go Back item will return to the initial screen and will show the I forgot my Beyond Identity PIN menu item.

• The user will then be prompted to enter the Recovery Key they received from the IT Admin.

• Once they enter a valid Recovery Key, they will then be prompted to generate a new PIN, from which they can now login.