> ## Documentation Index
> Fetch the complete documentation index at: https://docs.oloid-demo.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting Windows Login

> Unable to install the App

**Issue/Error**

**Category**

**Cause**

**Resolution**

Unable to install the App

Installation

Machine : Surface Pro

(deploy apps via intune) confirm with Pooja

Contact Oloid Support

Auto-Pair file missing in MSI

Installation

Contact Oloid Support to provide the missing file/ **Note** : Admin can download it from Oloid portal.

Unable to Enroll face/ Consistent failure

Enrollment - Face

Perform the following steps

1. Reset tenant in Oloid App.

2. Pair the device again.

3. Do Face enrollment.

If your face is still not registered, contact Oloid Support.

Unable to use camera for other applications when logged in to the system using Window's Login.

This is a Windows limitation.

Camera cannot be engaged with another app when using face credential for Windows .

Do not use camera for any other application while using Oloid's Login App.

Auto-Pair fails

Endpoint pairing

* Pair using the manual pair options available in the Supervisor App.
* See Oloid Help Center for the help guides.
* Contact Oloid Support if issue is not resolved.

Error when trying to launch Oloid

Endpoint Pairing

Uninstall and re-install the Windows Authenticator App

User gets a blank screen while trying to enroll face

Enrollment - Face

Build issue

Contact Oloid Support for new installer file

User is getting "Pairing Failed" error

Endpoint Pairing

Firewall issue

Allow app to communicate through the firewall

Face Not Captured After Login - User is not able to see face in the camera after clicking Login with Face

Presence Detection

Camera Shutter

Check if Camera Shutter is closed. Open the shutter and retry. If the issue still persisits, Contact your Oloid Admin.

"Login with OLOID" is an unresponsive link

Login Issue

MDM was not allowing.

Uninstall the MDM

Users successfully enrolled.

Invalid Credentials for a user (Cross check the password)

Enrollment Issue

User was using **/** instead of \*\*\*\*. Asked user to use \**\** & also asked to cross check the password.

Face log in failed while enrolling for user

Enrollment Issue

User was using Employee ID instead of NT ID.

Asked to use NT ID. User successfully enrolled.

When clicked on Login with Oloid, it is not allowing to enter the username & coming to lock screen.

Enrollment Issue

If machine was restarted post installation.

Asked to cross check the build and if machine was restarted post installation. Enrolled, successfully enrolled.

Face login failed error

Enrollment Issue

User was using email ID instead of NT ID.

Use your NT ID to log in

Group allocation of team agent & endpoints along with Supervisor invite for 2 supervisors
(Portal troubleshooting) (To be deleted)
This was a request to add users in a group. so that the supervisor isn't able to see all users

Other

New Group created, users, endpoints successfully added to Group and supervisor invite sent.

Query about alert type for Multiple Faces detected alerts.

Other

The trigger type in Windows alert should be "MultiFaceFound" with description as "Multiple faces are detected at \{date & time stamp}".