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, complete the following procedures and then try the pairing procedure again.
To remove a pairing from your mobile device
To remove a pairing from your computer
For all of these procedures, see "Set up Bluetooth for passwordless computer login" in 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.
To resolve this situation, complete the following steps:
Open Device Manager.
From the View menu, select Show hidden devices.
Restart your computer.
See the Bluetooth Reader installation prerequisites for instructions on how to ensure that you have the latest version of the driver that is compatible with your hardware and operating system. You might need to uninstall and reinstall or update the Bluetooth device driver to fix the issue.
Your Windows host might not be advertising the Mobile SC service due to a known issue listed in the Release Notes. Try putting your computer in sleep mode, then wake it up and try again.
To resolve this situation, complete the following steps:
Ensure that the Windows computer that you are trying to connect to and pair with is not already listed on the Entrust Identity app’s Connected Devices list. If it is listed, delete it from the list.
Ensure that the Windows computer that you are trying to connect to and pair with is not listed on the iOS device’s Bluetooth Settings page. If it is listed, remove it by selecting Forget This Device.
Ensure that the iOS device that you are trying to connect to and pair with is not listed on the Window’s Bluetooth Settings page. If it is listed, remove it by selecting Remove device.
Toggle the Windows Bluetooth setting.
Try again to create a pairing in the Entrust Identity app. See the help for the pairing procedure.
If the issue persists, repeat the steps above, restart your computer, and attempt the pairing again.
To resolve this situation, complete the following steps:
Remove the existing pairing between your iOS device and your Windows host.
Delete the Windows device from the list of devices in your Entrust Identity app.
Restart the computer and the iOS device.
Complete the pairing procedure again with the iOS device and the Windows host.
If the preceding steps do not resolve the issue, try the following steps after removing the pairing between the devices and prior to a computer and iOS device restart:
Remove
the registry entry for the iOS device that you are trying to pair
with from:
HKLM\System\ControlSet001\Services\BthPort\Parameters\Devices
Reset the Network Settings on your iOS device.
Check for sources of wireless interference in your environment. Minimize the number of active Bluetooth devices and devices operating in the 2.4GHz band that are near your iOS device and your Windows host.
Your Windows host might not be advertising the Mobile SC service due to a known issue. Try putting your computer in sleep mode, then wake it up and retry.
If this does not resolve the issue, ensure that the Bluetooth setting on your Windows host is On and that the iOS device is still paired with the computer.
As a last resort, restart your Windows computer and retry.
This issue could occur if the Bluetooth service database on the Windows host is altered and the iOS device is not aware of the changes in the database. To resolve the issue, complete one of the following steps:
Toggle the Bluetooth setting on your iOS device and retry.
OR
Put the Windows computer in sleep mode, then wake it up and retry.
Change in screen focus results in messageChange in screen focus results in message
If the credential manager tiles on the logon screen are arranged in a manner that allows the focus to switch from your mobile smart credential user’s smart card tile to the “Other user” smart card tile after a period of inactivity on the logon screen, you could see the following error: “The PIN could not be verified. Your credentials could not be verified.” Reselect the correct tile to receive the authentication prompt on the mobile device.
The Login button or prompt is not dismissed if you switch to a different credential provider tile (for example, the password login tile). You are prompted to authenticate but you are not logged in. Reselect the correct tile to re-authenticate and log in.
Switching between multiple user tiles of multiple users, and then returning to the smart card tile that corresponds to your mobile smart credential can result in having to make two authentication attempts to log in. On returning to the correct smart card tile, it takes a few seconds for the external PIN entry prompt (on Windows) and authentication prompt (on the mobile device) to appear, so Windows might not log you in on the first authentication attempt. Re-select the smart card tile and re-authenticate to log in.
To resolve these issues, BTR for Windows 3.x includes an untested feature that addresses their common symptom, loss of login focus before biometric smart credential login to a Windows computer is completed. The feature is not supported officially, but can be tried if the known issues become a problem. This experimental feature blocks keyboard and mouse input after the user selects the tile used for biometric smart card login so the login process cannot get into an unpredictable state.
To enable the “BlockInput” option, create the following registry entry of type DWORD: HKLM\Software\Entrust\Bluetooth\EnableBlockInput with a value of 1.
To re-enable keyboard and mouse input, end the Bluetooth connection with the smart credential (preferred), or press Ctrl+Alt+Del on the Windows computer. (The latter action can result in credential provider tile switching issues.)