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Introduction

This document provides troubleshooting steps for P4 (Low Severity) issues in Windows Login (WebKey). P4 issues are non-critical and typically resolved through configuration updates, user sync corrections, or application fixes.

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Scope

Covers:
  • User Sync Issues (Okta)
  • Login & Access Issues
  • Authentication Issues
  • Device / Application Issues
  • Network & Configuration Issues

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Prerequisites

  • Access to the Tenant Admin Portal
  • Okta / Directory access
  • User details (Name, Email, Employee ID)
  • Device access (if applicable)
  • Logs / screenshots

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Severity Definition

Severity Description P4 (Low) Non-blocking issues with workaround or delayed resolution acceptable

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1. Sync Issues (Okta Integration)

Issue Problem Description Possible Cause Troubleshooting Steps Resolution / Action User Not Found (Rehired Employee) Employee not found in Oloid (e.g., Jimmy Augustin – 01176382) User not yet synced after rehire
  1. Verify user in Okta
  2. Check if recently rehired
  3. Confirm recent changes
  4. Inform customer about sync timing
User synced after next scheduled Okta sync User Missing in Portal User not visible in Tenant Admin Portal User not part of Okta group
  1. Verify user in Okta
  2. Ask for Okta group
  3. Check mapping
  4. Trigger manual sync
Manual sync completed and user visible Supervisor Not Visible Supervisor not selectable during enrollment Incorrect role/group mapping
  1. Verify role assignment
  2. Request Okta group
  3. Trigger manual sync
User visible after manual sync

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2. Login & Access Issues

Issue Problem Description Possible Cause Troubleshooting Steps Resolution / Action Login Failed / Invalid Credentials User unable to login Incorrect credentials or config
  1. Verify credentials
  2. Check authentication method
  3. Confirm sync
  4. Retry
Login successful after correction Unable to Login (Email Changed) Login fails after email/name update Username mismatch or missing access
  1. Verify updated email
  2. Collect screenshot of the error
  3. Check app access
  4. Validate config
Application access added and issue resolved Invalid Filter Expression Error Error during login App version/config issue
  1. Check app version
  2. Update app
  3. Validate access
Issue resolved after update + access fix

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3. Authentication Issues

Issue Problem Description Possible Cause Troubleshooting Steps Resolution / Action Face Not Detected Face login fails Lighting/enrollment issue
  1. Check lighting
  2. Retry
  3. Verify enrollment
Re-enrollment resolved issue Badge Not Recognized Badge scan fails Badge not mapped
  1. Verify badge ID
  2. Check reader
  3. Retry
Badge mapping fixed QR Code Scan Failed QR login fails Expired QR / camera issue
  1. Regenerate QR
  2. Check camera
  3. Retry
QR login successful

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4. Device / Application Issues

Issue Problem Description Possible Cause Troubleshooting Steps Resolution / Action Frozen “Setting Up” Screen App stuck on setup screen Outdated app / glitch
  1. Kill app
  2. Relaunch
  3. Check version
  4. Update app
Resolved after updating to latest version Blue Screen Issue Device shows blue screen Device-level issue
  1. Check prior cases
  2. Ask user to contact IT
Resolved by internal IT

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5. Pairing Issues

Issue Problem Description Possible Cause Troubleshooting Steps Resolution / Action Device Not Paired Device not pairing Network/config issue
  1. Check connectivity
  2. Verify config
  3. Restart service
Device paired successfully

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6. Network Issues

Issue Problem Description Possible Cause Troubleshooting Steps Resolution / Action Server Not Reachable Device cannot connect Network outage
  1. Check internet
  2. Verify server
  3. Retry
Connectivity restored

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Common Root Causes

  • Okta sync delays
  • Incorrect group mapping
  • User profile updates (rehire, email change)
  • Missing application access
  • Outdated app version
  • Device-level issues

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Standard Troubleshooting Workflow

  1. Verify user details and recent changes
  2. Identify issue category
  3. Perform basic validation (restart, retry, version check)
  4. Check Okta sync and group mapping
  5. Apply fix (manual sync, access update, app update)
  6. Confirm resolution with customer

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Best Practices

  • Ensure correct Okta group mapping
  • Communicate sync timing expectations
  • Keep apps updated to latest version
  • Separate Oloid vs device issues early
  • Use manual sync only when required

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Quick Triage Matrix

Symptom Category First Action User not visible Sync Check Okta group Login issue Access Verify credentials App stuck Device Restart / Update Face/Badge issue Auth Re-enroll/remap Device error Device Check with IT

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Conclusion

This knowledge base ensures:
  • Faster resolution of P4 issues
  • Standardized troubleshooting
  • Better support efficiency