My Passkey not showing / Passkey already imported

 

This article describes the issue where the Beyond Identity Authenticator is not displaying your

Passkey or displays an error when trying to import a Passkey, but is not displayed.

 

This support article applies to the following:

• Windows 10 Operating System

• All Versions of Beyond Identity

Scenario

• When I start the Beyond Identity Authenticator, it does not display my Passkey/profile.

• When I attempt to register or migrate from another device, the Beyond Identity Authenticator displays the following message “You may already have this Passkey imported on this device”.

 

 

 

                                                         Scenario 1:

               Image: It’s possible you already have the credential you’re trying to import

 

 

 

                                                     Scenario 2:
                Image: Authenticator believes the Passkey is already displaying

What happens is the database that the Beyond Identity Authenticator uses may have become corrupted and contains false information, which causes the authenticator to behave differently. The following directions below will guide how to correct this issue.

This issue may have multiple reasons why this is happening, which this article will cover multiple solutions to resolve the issue.

Solution 1-A

Step 1. Closeout the Application

1. Exit the Beyond Identity Application by clicking on File > Quit.

2. Click on Yes when prompted when asked, “Are you sure you want to quit Beyond Identity?”

        It is important to note to make sure you “Quit” the application by using step 1.

       The authenticator will not close out by clicking on the red X button in the top right-hand corner

       of the screen.

 

Step 2. Delete the Beyond Identity Folder

1. Open the Run prompt by pressing the following two keys at the same time (Windows Key + R).

2. Type %appdata% in the box

3. Click OK

4. Select the BeyondIdentity folder

5. Press the delete key on the keyboard

6. Closeout the folder Window

       

             If you do not see any of the folders, please make sure to enable “show hidden items”.

            1.    Click on the View tab       

            2.    Check Mark “Hidden Items”

Step 3. Relaunch and Register/Migrate

1. Open Beyond Identity

2. Now attempt to migrate an existing Passkey back to the device that is having this issue or request from the Administrator a new “Registration Email” to register for that device.

   1. See how do I migrate articles if you’re unsure how to migrate.

3. This will restore the corrupted Identity/Passkeys on the device

4. Attempt to Authenticate

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Solution 1-B

If solution 1-A does not resolve your issue, please try the following.

 

Step 1. Closeout the Application

1. Exit the Beyond Identity Application by clicking on File > Quit.

2. Click on Yes when prompted when asked “Are you sure you want to quit Beyond Identity?”
   
   
   It is important to note to make sure you “Quit” the application by using step 1. The authenticator will not close out by clicking on the red X button in the top right-hand corner of the screen.

 

Step 2. Delete the Beyond Identity Folder

1. Open the Run prompt by pressing the following two keys at the same time (Windows Key + R).

2. Type %appdata% in the box

3. Click OK

4. Select the BeyondIdentity folder

5. Press the delete key on the keyboard

6. Closeout the folder Window

Step 3. Download and Re-install the Authenticator

1. Navigate to the Beyond Identity downloads website by clicking HERE

2. Click and download the Window version of Beyond Identity Authenticator

3. Install the Authenticator

Step 4. Relaunch and Register/Migrate

1. Open Beyond Identity (if it’s not already open)

2. Now attempt to migrate an existing Passkey back to the device that is having this issue or request from the Administrator a new “Registration Email” to register for that device.a. See how do I migrate articles if you're unsure how to migrate

3. This will restore the corrupted Identity/Passkeys on the device

4. Attempt to Authenticate

 

Your Passkey should now be displaying and functional.

If you’ve tried both solutions above and your issue is still persisting please try the last method.

 

Solution 1-C

If solution 1-B does not resolve your issue please try the following.

 

Step 1. Closeout the Application

1. Exit the Beyond Identity Application by clicking on File > Quit.

2. Click on Yes when prompted when asked, “Are you sure you want to quit Beyond Identity?”

1. Open the Run prompt by pressing the following two keys at the same time (Windows Key + R).

2. Type %appdata% in the box

3. Click OK

4. Select the BeyondIdentity folder

5. Press the delete key on the keyboard

6. Closeout the folder Window

Step 3. Launch MMC and add Certificates Snap-in

1. Open the Run prompt by pressing the following two keys at the same time (Windows Key + R).

2. Type MMC

3. Click on File in the top left

4. Select Add / Remove Snap-in

5. Select Certificates and then click the “Add>” button

6. Select the “My user account” choice

7. Click Finish

8. Click Ok

Step 4. Remove Passkeys

1. Select “Certificates - Current User”

2. Double Click the “Personal” Folder to expand and view its contents

3. Double Click on Certificates

4. Select the following “int:” and “root:” pertaining to your Beyond Identity Instant.

   a. This information can be found on another Passkey by viewing the name under the Passkey.

          b. Beyond Identity Instant Identifier example pictures:

          c.

               

 

 

MMC Snap-in “int:” and “root:” certificates to select Example:

i. Note: There may be multiple certificates to select compared to the example below

         

 

 

5. Press the delete key

    a.   Note:  If you’re unsure which ones to select, please stop and contact

                        Beyond Identity Support as this action is unrecoverable once done.

 

6.  Closeout the MMC window

 

 

Step 5. Download and Re-install the Authenticator

1. Navigate to the Beyond Identity downloads website by clicking HERE

2. Click and download the Window version of Beyond Identity Authenticator

3. Install the Authenticator

Step 6. Relaunch and Register/Migrate

1. Open Beyond Identity (if it’s not already open)

2. Now attempt to migrate an existing Passkey back to the device that is having this issue or request from the Administrator a new “Registration Email” to register for that device.

   a.  See how do I migrate articles if you’re unsure how to migrate.

3. This will restore the corrupted Identity/Passkeys on the device

4. Attempt to Authenticate

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If you’ve tried all of the solutions above and none of them have resolved your issue, please provide a copy of the keymaker.log file inside of the %appdata%\beyondidentity folder and create a support ticket with the Beyond Identity Support Team.

Contact Beyond Identity Support by emailing Support@beyondidentity.com