Following are tips to help you with the most common troubleshooting issues we receive in Support.

Resetting applets on your YubiKey (OpenPGP, YubiOATH, PIV)
Using your YubiKey with Mac OS X login

Make sure that you are following the latest instructions (the latest version of the “YubiKey OS X Login Guide” is on our Documentation page). The most common error that occurs is selecting Require user input (button press) when programming the Challenge-Response. Reprogram your YubiKey without this option selected and you should resolve the issue.

Using the Windows Login Tool
  • The most common issue is when the option to Require user input (button press) is selected during programming of the YubiKey. Requiring a user input will cause the YubiKey to fail. This is a limitation within Windows, not with the YubiKey. Reprogram your YubiKey without this option selected and you should resolve the issue.
  • The Windows Login tool works only with Local Accounts (such as “John” or “Sue”). It does not work with a cloud account (such as, john@outlook.com) or a domain account (such as YOURCOMPANY\John).
Requesting  a replacement due to the OpenPGP Vulnerability

When requesting a replacement for a YubiKey NEO, in response to the OpenPGP vulnerability, make sure you provide the order number and serial number for all YubiKey NEO and YubiKey NEO-n devices you want replaced. If you purchased the devices from another source, contact them directly to request replacements.