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Managing the HID Crescendo Key Series

This section explains how to troubleshoot any issues that might occur as you use the HID Crescendo Key Series.

It also explains how to reset the HID Crescendo Key Series to the factory settings.

Troubleshoot the HID Crescendo Key Series

Operation	Description	Solution
All cases	When I plug in the key, the LED is steady Red or flashes Red/Green, continuously	Unplug the HID Crescendo Key Series from the USB port and then re-insert it
OTP generation	When I push the key's button, the LED flashes Red for four (4) seconds	If your key was provided by your organization, contact your help desk If you purchased your key, contact HID Global
FIDO2 authentication	When I try to register or authenticate with the key, the LED flashes Red for four (4) seconds and an error message is displayed Possible reason - a FIDO app is not found on the device	If your key was provided by your organization, contact your help desk If you purchased your key, contact HID Global Alternatively, you can Reset the FIDO Settings on the HID Crescendo Key Series
FIDO U2F authentication	When I try to register or authenticate with the key, the LED flashes Red for four (4) seconds and an error message is displayed Possible reason - a FIDO app is not found on the device	If your key was provided by your organization, contact your help desk If you purchased your key, contact HID Global Alternatively, you can Reset the FIDO Settings on the HID Crescendo Key Series
FIDO PIN forgotten or blocked	I have forgotten my FIDO PIN code and/or entered too many incorrect PIN codes	If your key was provided by your organization, contact your help desk If you purchased your key, contact HID Global Alternatively, you can Reset the FIDO Settings on the HID Crescendo Key Series
Key Full	I cannot register for FIDO on a website because my key is full	If your key was provided by your organization, contact your help desk If you purchased your key, contact HID Global Alternatively, you can Reset the FIDO Settings on the HID Crescendo Key Series
Contactless authentication/registration fails with iOS via NFC	When I try to register or authenticate via NFC using my iOS device, the key is inactive	Check that your device has sufficient power

Reset the FIDO Settings on the HID Crescendo Key Series

Warning! This procedure will remove all the existing FIDO keys on the HID Crescendo Key Series and you will no longer be able to authenticate with FIDO on registered websites. You will have to re-register for FIDO authentication on these websites.

Using the Microsoft Windows security key management options, you can reset the FIDO settings of HID Crescendo Key Series (for example, if the FIDO PIN is locked following too many incorrect entry attempts).

You can then reset the PIN and all FIDO credentials (FIDO2 and U2F).

Go to the Security Key Management Settings

Plug the HID Crescendo Key into a USB port and wait for a steady or flashing Green light.
In the Windows Settings page, select Sign-in options.
Select Security Key and click Manage.
If required, enter the PIN and click OK.
The HID Crescendo Key light flashes Orange.
When prompted, press the HID Crescendo Key Series button once.

Reset the HID Crescendo Key Series

Unplug the HID Crescendo Key from the USB port.
Click Reset.
Click Proceed.
Plug the HID Crescendo Key back into the USB port and press the button twice within 10 seconds.