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Overview
This article will go over what to do in the event that your device's security key or biometrics authentication method will not work for the service you are attempting to sign in to.
Environment
MacOS, Windows, Apple and Android mobile devices, Okta mobile app.
Troubleshooting/Resolution
If you are unable to sign in using your Biometric or Security key on certain sites or software, it is likely that those websites or programs are simply not compatible with Security Keys. In this case the best course of action is to set up the Okta Verify mobile app.
If you are able to sign into mylogin.jmu.edu using your Security key or biometric, use the steps here to set up the Okta Verify app on your mobile device.
If you are unable to sign in with your Security Key or biometric, contact the IT Help Desk
Additional Information or Notes
For additional questions you can contact the IT Help Desk at 540-568-3555 or at helpdesk@jmu.edu.