Introduction
This guide provides a centralized reference for diagnosing and resolving issues related to Windows Passwordless Authenticator, including enrollment, login, hardware integration, endpoint pairing, and configuration sync.
It consolidates troubleshooting scenarios across all features and surfaces hidden dependencies often mentioned in Notes sections of individual documents.
Prerequisites
Before troubleshooting, ensure:
You have access to the Tenant Admin Portal
The endpoint device is powered on and connected to the network
Required hardware (camera, NFC reader, badge reader) is connected and functional
The Windows Authenticator App is installed and running
The endpoint is successfully paired with the Tenant Admin Portal
1. Installation & Application Issues
Issue: Windows Authenticator App not launching
Possible Causes
Unsupported Windows version
Corrupt installation
Missing system dependencies
Resolution
Verify OS compatibility (Windows 10/11 supported builds)
Reinstall the application
Ensure all required drivers (camera/NFC) are installed
Check if the app is blocked by antivirus or group policy
Issue: App installed but not visible on login screen
Possible Causes
Endpoint not paired
Configuration not pushed
App not running in background
Resolution
Verify endpoint pairing in Tenant Admin Portal
Restart the device
Reapply endpoint template
Confirm app service is running
Relevant Docs
2. Endpoint Pairing Issues
Issue: Endpoint not pairing with Tenant Admin Portal
Possible Causes
Network/firewall restrictions
Incorrect pairing flow
Device already registered
Resolution
Ensure outbound connectivity is allowed
Retry pairing from Supervisor App
Remove existing endpoint entry and re-pair
Restart device and attempt again
Relevant Docs
Issue: Endpoint shows offline
Possible Causes
Network disruption
App service stopped
Resolution
Check internet connectivity
Restart Windows Authenticator service
Reboot the device
3. Configuration Sync Issues
Issue: Changes in Tenant Admin Portal not reflecting on device
(Common note across multiple docs: config changes may take time or require refresh)
Possible Causes
Sync delay
Endpoint not connected
Template not applied
Resolution
Wait a few minutes and retry
Restart the endpoint
Reapply endpoint template
Verify endpoint is online
Relevant Docs
Issue: Feature enabled but not working
Possible Causes
Conflicting configurations
Feature not supported on device
Resolution
Review applied template
Disable and re-enable feature
Ensure hardware compatibility
4. Credential Enrollment Issues
Issue: Face enrollment not working
Possible Causes
Camera not detected
Poor lighting conditions
Unsupported camera
Resolution
Ensure camera is connected and enabled
Improve lighting conditions
Use supported camera hardware
Restart app and retry enrollment
Issue: Badge/NFC not detected
(Common note: ensure reader is properly configured and supported)
Possible Causes
Reader not connected
Incorrect configuration
Unsupported badge format
Resolution
Verify reader connection
Reconfigure reader settings
Check badge compatibility
Restart device after configuration
Issue: Enrollment successful but login fails
Possible Causes
Credential not mapped to user
Sync issue
Resolution
Re-enroll credential
Verify user mapping in Tenant Admin Portal
Restart endpoint
Relevant Docs
5. Login & Authentication Issues
Issue: Face recognized but login denied
Possible Causes
Windows credential mismatch
Domain authentication failure
Resolution
Verify Windows credentials are valid
Ensure domain connectivity
Re-sync user credentials
Issue: Badge scan does nothing
Possible Causes
Credential not assigned
Reader misconfigured
Resolution
Check credential assignment
Reconfigure reader
Restart device
Issue: Fallback authentication not triggering (e.g., PIN after Face failure)
(Often implied in Notes around credential priority)
Possible Causes
Incorrect credential priority
Fallback disabled
Resolution
Verify credential priority in configuration
Enable fallback authentication
Reapply template
Relevant Docs
6. Presence Detection Issues
Issue: Screen locking unexpectedly
Possible Causes
Multiple faces detected
High sensitivity
Resolution
Adjust sensitivity settings
Reposition camera
Ensure only one user is in frame
Issue: User unable to unblock screen
Possible Causes
Self-unblock not enabled
Face not recognized
Resolution
Enable self-unblock feature
Re-enroll face credential
Use alternate authentication
Relevant Docs
7. Hardware Issues
Issue: Camera not working
Possible Causes
Driver missing
Camera disabled
Resolution
Install/update drivers
Enable camera in device settings
Issue: RFID/NFC reader not working
Possible Causes
Driver issue
USB port issue
Resolution
Reinstall drivers
Try different USB port
Verify supported hardware
Relevant Docs
8. Credential Lifecycle Issues
Issue: Windows credential expired
Possible Causes
Password expired in domain
Resolution
Update Windows password
Re-sync credentials
Re-enroll if required
Issue: Missing Windows credential
Possible Causes
Credential not created
Resolution
Create credential from Tenant Admin Portal
Assign to user
Sync endpoint
Relevant Docs
9. Auto-Update Issues
Issue: Endpoint not updating
Possible Causes
Auto-update disabled
Network restriction
Resolution
Enable auto-update
Check connectivity
Manually update application
Relevant Docs
10. Integration Issues (MFA / Domain / Passkey)
Issue: MFA not triggering
Possible Causes
Misconfigured integration
Policy conflict
Resolution
Verify MFA configuration
Check integration settings
Reapply configuration
Relevant Docs
Keywords
| Windows Login troubleshooting | Windows Passwordless login issues| Windows Authenticator App issues| Windows Login Endpoint pairing issues|