This problem could be caused by a couple of issues.
A different Smart Identity is already connected to Bluetooth. End the connection with that Identity before attempting to pair a new Identity.
The computer appears paired on the Passwordless Login page, but the pairing dialog was not displayed. Tapping the computer name to reconnect it does nothing or results in an error.
In this case, users should complete the following procedures and then try the pairing procedure again.
Remove a Bluetooth pairing from your app
Remove a Bluetooth pairing from your computer
These procedures are in the Smart Cards > Passwordless computer login section of the app help.
The app does not display a blue blinking dot next to the name of the Bluetooth device, as described in the pairing procedure. In this case, tap the computer name to disconnect it, and then tap it again to reconnect.
FileVault is software used to decrypt the disk on Macintosh computers. By default, FireVault starts up as a user logs in to the Mac and decrypting the disk is combined with the action of unlocking the computer. This interferes with using a Smart Identity to unlock the computer.
To be able to log in to a Mac with a Smart Identity in the Entrust Identity mobile app, a user must enter a command to change the behavior on Mac so that decrypting the disk with FileVault is no longer combined with the action of unlocking the computer.
To turn off automatic login when FileVault is enabled, run the following command on Mac:
sudo defaults write /Library/Preferences/com.apple.loginwindow DisableFDEAutoLogin - bool YES
For more information, see: https://support.apple.com/en-us/HT207431
User experience after running this command and restarting the Mac:
The user is prompted for user name and password. (This is a prompt from FileVault to decrypt the disk.)
The Mac displays a Smart Card login tile.
The user selects the Smart Card login tile and can make the Bluetooth connection between the Entrust Identity app's Smart Identity and the Mac.
The user can perform a Smart Card login by entering the Smart Identity PIN.
Some mobile device management systems (MDM) set the macOS UserPairing flag to false by default. If the value is false, the macOS prompt does not appear and the pairing cannot complete.
sudo defaults read /Library/Preferences/com.apple.security.smartcard UserPairing
To fix this, run the following command:
sudo defaults delete /Library/Preferences/com.apple.security.smartcard UserPairing
Depending on the configuration set by your administrator (Windows group policy or Mac Security & Privacy setting), you might be prompted for a password after you unlock your computer. If this is the case, follow these steps to unlock your computer with your Smart Identity.
On the login screen, select the Smart Card sign-in option.
Respond to the prompt in the app to log in with your Smart Identity.
Windows: Press Ctrl+Alt+Delete to make the computer active.
Mac: If your Mac is in sleep mode, make it active (for example, if your laptop is closed, open it).
The Bluetooth Reader cannot detect your Smart Identity when the computer is in sleep mode.
To resolve this situation, complete the following steps:
Ensure that the computer you are trying to connect to and pair with your mobile device is not already listed on the Entrust Identity app’s Passwordless Login screen. If it is listed, delete it from the list.
Ensure that the computer you are trying to connect to and pair with your mobile device is not listed on the mobile device’s Bluetooth Settings page. If it is listed, remove it by selecting Forget This Device.
Ensure that the mobile device that you are trying to connect to and pair with is not listed on the computer's Bluetooth Settings page. If it is listed, remove it.
Toggle the computer's Bluetooth setting.
Try again to pair the computer and the Smart Identity. (The procedure is in the app help.)
If the issue persists, repeat the steps above, restart your computer, and attempt the pairing again.