Provision a Pending Request

Prerequisites: Before provisioning a request, you must:

  • Have a valid license for the FIDO Provisioning service

    To purchase new licenses or renew existing ones, contact your HID Account Manager.

  • Have the Administrator or Device Service Administrator role, or at least the Provision Now privilege

  • Install the FIDO Provisioning Application

    Note: You must have administrator rights to install and use the application on the workstation.

  • For manual provisioning, you have:

    • Have the devices available for provisioning

    • Connected a smart card reader to the workstation

  • For automatic provisioning, you have:

    • Set up the printer

    • Loaded the cards into the printer's hopper, making sure there are enough cards to provision all the users in the request

      Note: Depending on the printer's capacity, you might need to reload the hopper during the provisioning process.

Launch the Provisioning Request

  1. Sign in to Customer Central.

  2. Expand Passkey Management Passkey management icon in the left menu and select Provisioning.

    Provisioning menu

  3. In the list of requests, click the menu icon Provisioning request menu icon for the request and select Provision Now.

    Provisioning request now prompt

  1. When prompted, click Open FIDO Provisioning to launch the application and enroll devices for your users.

    Note:

    • If the prompt does not display, verify that the application is correctly installed and then Provision a Pending Request

    • As the application requires administration rights, you might be prompted to allow the required permissions on your machine

    Passkey Management provisioning modes

  2. Select the mode and click CONTINUE:

Note: If required, you can switch modes during provisioning.

Provision Devices Manually

The application loads the required user information and displays the details of the first user detected in the request.

Passkey Management provision user

  1. Insert the FIDO device into the machine's USB port or place/insert the FIDO smart card into the reader.

    The application detects the device and displays the information.

    Note: The application only manages one device at a time (the last device detected) even if multiple devices are connected.

    Provisioning details

  2. Verify that the provisioning information is correct for the user and device.

    If necessary, you can also:

    • Click SKIP USER to proceed to the next user in the provisioning request

    • Remove the device from the reader or USB port and select another device for the currently selected user

  3. Click PROVISION.

    Provisioning successful message

    Note: If you are provisioning a Crescendo Key in USB mode, press the button (flashing orange) to validate the operation.

  4. If the application detects that the device is already provisioned, click one of the following options:

    Device is in the Customer Central inventory

    • NEXT USER - proceed to the next user in the provisioning request

    • TRY NEW DEVICE - select another device to provision to the currently selected user

    • RESET AND PROVISION - reset the device and provision it to the currently selected user

      Important:

      • Before resetting the device, confirm that any stored credentials are no longer needed, as they will be permanently deleted

      • You cannot reset a FIDO device if its PIN is locked

      • If the reset does not work, remove device from the reader and then re-insert or tap again

      • You can only reset a Crescendo Key in USB mode and you must press the button (flashing orange) to validate the reset and provisioning operations

        Reset is not supported in contactless mode.

  5. After the success message is displayed, remove the device from the reader or USB port.

    The application proceeds to the provisioning for the next user in the request.

  6. Repeat the above steps for all the users.

    When the final user is provisioned, the completed message is displayed.

    Provisioning completed message

  7. Click VIEW SUMMARY to review the request details.

    Provisioning user summary

    Category Description

    Failed

    The provisioning attempt failed due to an error during this session

    1. Download the report for the provisioning request and review the reason for the failure.

    2. If required, create a new provisioning request for the pending users.

    Skipped

    The provisioning attempt was not made as the user was skipped

    Run the provisioning request again.

  8. Then click CLOSE APPLICATION.

Provision Devices Automatically

The application displays the details of the detected printers:

Provisioning automatic printer selection

  1. Select the required printer.

    Provisioning automatic encoder selection

  2. Select the Encoder mode:

    • Contact

    • Contactless

    Note: The available encoder options depend on the configuration of the detected printer. If you are unsure which mode to use, select Contact.

    For further information, refer to the corresponding user guide for the printer available from the HID Document Library.

    Provisioning printer ready

  3. Click CONTINUE.

    The application loads the required user information and displays the details of the first user detected in the request.

    Provisioning automatic user

  4. Verify that the provisioning information is correct for the user.

  5. Click START PROVISIONING.

    Important: Do not connect any other devices to your workstation during the provisioning to avoid process interruptions or failures.

    The application displays the status of the device provisioning for the user before proceeding to the next user in the request.

    Provisioning automatic next user

    Note: If an error occurs, a notification is displayed. For example:

    Provisioning automatic error message

    For further details and resolution suggestions, see Troubleshooting.

    When the final user is provisioned, the completed message is displayed.

    Provisioning request automatic completed

    The provisioned card is ejected by the printer.

  1. Click VIEW SUMMARY to review the request details.

    Provisioning automatic summary

    Category Description
    Total Users The total number of users from the Provisioning Request
    Successfully Provisioned The number of users successfully provisioned during this session

    Failed

    The number of users that were attempted but failed to provision due to an error during this session

    1. Download the report for the provisioning request and review the reason for the failure.

    2. If required, create a new provisioning request for the remaining users.

    Pending

    The total number of users not yet provisioned because the job was halted due to an error

    Unlike failed provisioning, these user accounts have not been attempted

    Run the provisioning request again. If the error persists, contact HID Technical Support.

  2. Then click CLOSE APPLICATION.

Verify the Device Enrollment

Microsoft Entra ID Users

  1. Log on to the Microsoft Entra admin center (https://entra.microsoft.com/#home) and, if necessary, switch to the required directory.

  2. Expand Identity in the left menu and select Applications.

  3. Select Enterprise applications and then your Passkey Management application.

  4. Under Manage, select Users and groups.

  5. Search for the users or groups for which you provisioned the devices and verify that the FIDO device is correctly registered as a credential.

    For example:

    Entra ID user with passkey

PingOne Users

  1. Log on to the PingIdentity console as an administrator for your PingOne environment.

  2. Expand Directory in the left menu and select Users.

  3. Search for the users or groups for which you provisioned the devices.

  4. Select a user and from the Services drop-down menu, select Authentication.

  5. Verify that the FIDO device is correctly registered as a credential.

    For example:

    Ping user with passkey