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Introduction

This guide provides troubleshooting steps for commonly reported issues in Windows Login. It helps admins identify and resolve issues related to authentication, badge/QR login, device pairing, and connectivity.

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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

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1. Applies To

  • Product: Windows Login
  • Platform: Windows Devices
  • Version: All supported versions

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Last Updated

12/05/2026

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Support Contact

  • Admin Team
  • IT Helpdesk
  • Oloid Support

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Troubleshooting Scenarios

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Login Issues

Issue / Error Message Problem Description Possible Cause Troubleshooting Steps Resolution / Action
Note:Login Failed / Invalid Credentials
User is unable to log in to the Windows system. Incorrect credentials or authentication misconfiguration.
  1. Verify user details in the Tenant Admin Portal.
  2. Confirm authentication method configured.
  3. Check if user is synced to device.
  4. Retry login.
Correct credentials or re-sync user. Ensure correct authentication method is configured. Check MFA or reauthentication settings if enabled.

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Face Authentication Issues

Issue / Error Message Problem Description Possible Cause Troubleshooting Steps Resolution / Action
Note:Face Not Detected / Face Login Failed
Face authentication fails during login. Poor lighting, incorrect enrollment, or camera issue.
  1. Ensure proper lighting.
  2. Verify face enrollment.
  3. Check camera functionality.
  4. Retry authentication.
Re-enroll face or fix camera issues. Avoid shadows and backlight.

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Badge / QR Issues

Issue / Error Message Problem Description Possible Cause Troubleshooting Steps Resolution / Action
Note:Badge Not Recognized
Badge scan does not trigger login. Badge not mapped or reader issue.
  1. Verify badge ID mapping.
  2. Check reader connection.
  3. Confirm configuration.
  4. Retry scan.
Map correct badge or restart reader/device. Ensure correct badge format. QR Code Scan Failed QR authentication fails. Invalid or expired QR code, camera issue.
  1. Regenerate QR code.
  2. Check camera functionality.
  3. Ensure session is active.
  4. Retry scan.
Use valid QR code and ensure camera works. QR codes are time-sensitive.

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Pairing Issues

Issue / Error Message Problem Description Possible Cause Troubleshooting Steps Resolution / Action
Note:Device Not Paired / Auto Pair Not Working
Device does not pair automatically. Network issue or incorrect configuration.
  1. Verify network connectivity.
  2. Check pairing configuration.
  3. Restart pairing service.
  4. Retry pairing.
Reconfigure pairing and ensure device is online. Ensure correct group assignment.

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Sync Issues

Issue / Error Message Problem Description Possible Cause Troubleshooting Steps Resolution / Action
Note:User Sync Failed / User Not Available
User not available on device for login. Sync failure or incorrect group mapping.
  1. Verify user exists in Tenant Admin Portal.
  2. Check group assignment.
  3. Trigger manual sync.
  4. Review sync logs.
Re-sync users and correct group mapping. Check directory integration (AD/LDAP).

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Network Issues

Issue / Error Message Problem Description Possible Cause Troubleshooting Steps Resolution / Action
Note:Offline Mode / Server Not Reachable
Device cannot connect to server. Network outage or server issue.
  1. Check internet connectivity.
  2. Verify server availability.
  3. Restart network services.
  4. Retry login.
Restore network or use offline mode if configured. Offline login must be pre-enabled.

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Configuration Issues

Issue / Error Message Problem Description Possible Cause Troubleshooting Steps Resolution / Action
Note:Reauthentication Not Working
User is not prompted for reauthentication. Workflow misconfiguration.
  1. Verify reauthentication settings.
  2. Check configured factor.
  3. Validate workflow.
  4. Retry action.
Update workflow and configure correct authentication factor. Reauthentication is based on workflow configuration, not MFA.