User17108569317008259590 (Customer) asked a question.
Hello!
Our Organization uses Okta Verify in conjunction with biometrics for both our Mac and Windows users. We have a user who has Okta Verify set up with Windows Hello to use either facial recognition or fingerprint to authenticate in Okta, but recently when triggered, he's not getting prompted to either enter his PIN, use facial recognition, or fingerprint. The Okta Verify window pops up, but what he sees is the image attached, with no option to actually use his biometrics through Windows Hello. When trying to disable Windows Hello to try and reset it by turning it off, he gets a "Something went wrong" error with no additional information. User currently has a workaround using Okta Verify on his phone, but this is not working as expected at this time. User has uninstalled and reinstalled Okta Verify on his system as well as his mobile device, and Okta Verify was removed from the user's profile as an authentication method and he re-enrolled. I am not sure what other steps to take in troubleshooting to resolve this issue, so I am reaching out. I appreciate any help anyone can get to me!
Hi Yvonne , Thank you for reaching out to the Okta Community!
I recommend starting with the following Troubleshooting guide to see if it offers any help with the specific issue you are experiencing.
Also, check the System Logs for any explicit details for the failure.
If the issue persists, I recommend opening a case to work with my colleagues from the Support team. They'll be able to access additional tools and resources to help you get to the bottom of it.
If my answer helped, remember to mark it as best to increase its visibility for other members of the Okta Community who might have the same questions as you.
Hope my answer helps!
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