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⚠️ WARNING: This article is intended for participants in the
MFA Modernization Pilot only. If you are not a pilot participant, the information in this article may not apply to you. Contact the
IT Service Desk if you have questions about your current sign-in experience.
When signing in with a hardware security key, you may see a Windows Security dialog that reads: "If you enter an incorrect PIN again, the device will be locked. You might want to contact your IT support person before trying again." Despite the message, UMS IT does not manage hardware security key PINs and cannot unlock a security key. You will need to contact your security key provider's support directly.
Detailed Information
Error message
Why this happens
Your hardware security key has a built-in PIN that protects the passkeys stored on it. After too many incorrect PIN attempts, Windows displays this warning to prevent the key from being permanently locked. This PIN is set on the key itself — it is separate from your UMS password and is not managed by UMS IT.
What to do
Do not continue entering PIN guesses. Contact the hardware security key provider's support for assistance with PIN recovery or resetting your key. If using a YubiKey, their support page is support.yubico.com (External Link).
WARNING: Resetting a hardware security key will erase all passkeys stored on it. If your key is reset, you will need to re-enroll it as a sign-in method on your UMS account.
If you need help re-enrolling your hardware security key after a reset, contact the UMS IT Service Desk.
Environment
- Applies to all University of Maine System (UMS) accounts
- YubiKey FIDO2 security keys
- Windows