Troubleshooting Microsoft Authenticator Passkey Sign-In Issues

Overview

Microsoft Authenticator passkeys provide a secure, passwordless sign-in experience. This article describes common issues, causes, and resolutions for Microsoft Authenticator passkey sign-in.

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Common Issues and Resolutions

 

Issue: Authenticator Passkey Sign-In Is Not Working on a Shared or Classroom Computer

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Symptoms

• Unable to complete sign-in on a shared, classroom, lab, or kiosk computer.
• Sign-in repeatedly returns to the authentication screen.
• Prompted to enable Bluetooth.

Cause

When using a passkey stored in Microsoft Authenticator on a phone to sign in on a computer, Bluetooth may be required to verify that the phone is physically near the computer. Because classroom and lab computers may not have Bluetooth available, passkey sign-in may not work on these devices.

Resolution

If you cannot complete passkey sign-in:

1. Select Cancel on the Microsoft passkey prompt.
2. Select Sign in another way. This option may be selected automatically.
3. When prompted, choose another available authentication method:
   • Microsoft Authenticator
   • FIDO2 security key (for example, a YubiKey)
4. Complete sign-in using the selected authentication method.

 

Notes

Register more than one authentication method whenever possible. A backup authentication method can help prevent sign-in issues when a passkey cannot be used because of device or application limitations, including devices that do not support Bluetooth.

 

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Issue: I Do Not See the Option to "Sign In Another Way"

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Symptoms

• The application prompts for a passkey.
• You select Cancel on the passkey prompt.
• No option is available to select Sign in another way or choose a different authentication method.
• Sign-in cannot be completed using the passkey.

Cause

Some applications, including iClicker and Video Express, do not currently provide a Sign in another way option when passkey authentication cannot be completed. This may prevent access on devices that do not support Bluetooth, even when other authentication methods are registered.

Resolution

If the application does not allow you to select another authentication method, remove the passkey from your account and sign in using another registered authentication method, such as Microsoft Authenticator or a FIDO2 security key.

Remove a Passkey

1. Navigate to: https://mysignins.microsoft.com/security-info
2. Sign in with your Purdue account.
3. Under Security info, locate the passkey.
4. Select Delete next to the passkey.
5. Confirm the deletion.
6. Return to the application and sign in using another available authentication method.

Important: Before removing a passkey, verify that another authentication method is registered and available. Removing a passkey without another authentication method may prevent access to your account.

Report the Issue

Purdue IT is working with application vendors to resolve issues with applications that do not properly support alternative authentication methods.

If this issue occurs, contact the IT Service Desk and provide:

• Application name
• Brief description of the issue
• Any error messages displayed
• Screenshots, if available

Reporting these issues helps Purdue IT identify affected applications and work with vendors to improve support for passkey authentication.

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Issue: I Only Registered a Passkey. I Do Not Have Another Authentication Method Available After selecting "Sign In Another Way"

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Symptoms

• Passkey sign-in fails.
• No alternative authentication methods are available

Cause

A secondary authentication method is not registered on the account.

Resolution

Contact the IT Service Desk for assistance regaining access to your account.

After access is restored, register an additional authentication method to help prevent future sign-in issues.

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Issue: Passkey Sign-In Fails

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Symptoms

• Sign-in does not complete successfully.
• An error message is displayed during sign-in.
• The application returns to the sign-in page.

Resolution

1. Close all browser windows.
2. Open a new browser session.
3. Attempt sign-in again.
4. Verify the correct passkey is selected if multiple passkeys are registered.
5. Verify that the browser is up to date.

If the issue persists, try a different supported browser.

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Best Practices

To help avoid sign-in issues:

• Register more than one authentication method whenever possible. A backup authentication method can help prevent sign-in issues when a passkey cannot be used because of device or application limitations, including devices that do not support Bluetooth. 
• Keep browsers up to date.

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