> ## 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.

# Webkey - P4 Troubleshooting Guide

> This document provides troubleshooting steps for P4 (Low Severity) issues in Windows Login (WebKey).

## 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

***

## 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

***

## 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

***