Troubleshooting

The following sections provide troubleshooting topics and suggestions to help resolve issues you may encounter.

If additional assistance is needed, contact HID Technical Support.

Enabling Logging for the Applications

You can generate log files for the applications to help identify any issues.

If necessary, you can send these files to HID Technical Support for assistance.

FIDO Provisioning Application

The application logs can be generated to capture information including the:

• Errors

• Operational information:

  • Reader name and/or type

  • Printer name

  • Card name and/or type

To enable logging:

1. Go to the C:\ProgramData\HID Global\FIDO Provisioning folder and open the NlogUser.config file with a text editor such as Notepad.

2. Locate the following line to set the logging level:

   Copy

   Logging level

   <logger name="*" minlevel="Error" writeTo="logfile,logconsole,debugger" />

   The possible values are:

   • Error - logs the application errors

   • Info - logs progress and application events

   • Debug - logs the application errors and operational information

   For example, to set the level to Debug:

   Copy

   Set looging level to Debug

   <logger name="*" minlevel="Debug" writeTo="logfile,logconsole,debugger" />

   Important: Do not modify the any other content or location of the log configuration file.

3. Save and close the file.

4. Run the application to generate the log file.

   

   Note: The troubleshooting notification is only displayed when the Debug mode is activated.

   The log file, fidoprov.log, will be created in the C:\ProgramData\HID Global\FIDO Provisioning folder.

5. Click OPEN LOG FOLDER to access the log file.

6. Click TURN OFF to disable logging.

Device Unlock Application

The application logs can be generated to capture information including the:

• Errors

• Operational information:

  • Reader name and/or type

  • Device name and/or type

To enable logging:

1. Go to the C:\ProgramData\HID Global\Unlock Device folder and open the NlogUser.config file with a text editor such as Notepad.

2. Locate the following line to set the logging level:

   Copy

   Logging level

   <logger name="*" minlevel="Error" writeTo="logfile,logconsole,debugger" />

   The possible values are:

   • Error - logs the application errors

   • Info - logs progress and application events

   • Debug - logs the application errors and operational information

   For example, to set the level to Debug:

   Copy

   Set looging level to Debug

   <logger name="*" minlevel="Debug" writeTo="logfile,logconsole,debugger" />

   Important: Do not modify the any other content or location of the log configuration file.

3. Save and close the file.

4. Run the application to generate the log file.

   

   Note: The troubleshooting notification is only displayed when the Debug mode is activated.

   The log file, unlock.log, will be created in the C:\ProgramData\HID Global\Unlock Device folder.

5. Click OPEN LOG FOLDER to access the log file.

6. Click TURN OFF to disable logging.

Frequently Asked Questions

Resolving Issues

The following sections provide details of errors you might encounter and propose possible solutions.

Configuration Issues

Error	Description	Solution
There are still provisioning requests associated with this configuration	You cannot delete a Microsoft Entra ID configuration if there are still pending or in progress provisioning requests	Delete the associated provisioning requests
Connection Failed	The connection to your Microsoft Entra ID deployment failed	Verify the configuration and try again

Provisioning Issues

Error	Description	Solution
Operation not supported	You cannot launch the FIDO Provisioning application outside of the Customer Central interface	Log on to Customer Central and create or provision a request The application will launch automatically
Provisioning Failed	The device could not be provisioned due to an error (for example, the device was removed during provisioning or there is an issue with the card)	Please retry or contact HID Technical Support
Device is already provisioned	The application has detected that the device is already provisioned (contains FIDO credentials)	Click on one of the following options: 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.
RESET AND PROVISION button is unavailable	This might be due to a connection timeout	Remove the device from the reader and then re-insert or tap again

Device Import Issues

Error	Description	Solution
Failed to read the file content	The file format is incorrect	Make sure file is in the .txt format
File exceeds the 400 KB limit	The file size is too big	Make sure the file size is 400 KB or less

Device Unlock Issues

Error	Description	Solution
Device not locked	The application has detected that the device is not locked	The Device Unlock service is only supported for locked devices

Printer Issues

Error Messages

Error	Description	Solution
Printer status error.	The printer is not in the correct state in order to continue the provisioning	Please check the printer configuration and connections
Empty hopper.	There are no more cards in the printer's hopper	Please refill the hopper with blank cards to continue the provisioning
Printer jammed.	A card is jammed in the printer	Please clear the jam and set the printer back to ready state before starting another batch
Printer not available.	The application cannot detect the printer	Please check the printer connection and ensure it is powered on
No card detected.	The application cannot detect the cards	Please ensure that the cards have the right orientation and your encoders drivers are up to date before starting the provisioning
Unable to select encoder.	The application could not select the requested printer encoder	The encoder selection failed, please retry the Provisioning Request from Customer Central
Operation timeout.	The provisioning operation timed out (for example, the timeout is 20 seconds when docking the card and 5 seconds when ejecting it)	Please retry the Provisioning Request from Customer Central
Card not supported.	Unable to communicate with the card	Please ensure you are using a supported card model
Unknown print error.	An unknown printer error occurred	Please retry or contact HID Technical Support
Internet offline.	The printer cannot connect to the internet	Please fix your internet connection and retry the Provisioning Request from Customer Central
Provisioning error.	There was a problem processing the provisioning request (HTTP ERROR: XXX)	Please retry or contact HID Technical Support if the issue persists
Session Expired.	The Customer Central session has expired	Please retry the Provisioning Request from Customer Central
Internal Server error.	An unknown error occurred on the server side	Please retry or contact HID Technical Support if the issue persists
Unknown network error.	An unknown network error occurred	Please retry or contact HID Technical Support if the issue persists

Status Messages

Status	Description	Solution
Printer activity is unknown, usually indicating that communication could not be made with the printer.	This error usually means the printer is unreachable.	Check printer connection or power cycle the device
Could not translate code from printer into a known CurrentActivity.	This error usually means the application could not process the data received from the printer	Check printer connection or power cycle the device. Contact HID Technical Support if the issue persists