Troubleshooting YubiKeys

As you work with YubiKeys with Alexa Connect Kit (ACK), you might encounter unexpected issues. Choose your issue from the following list to help you solve the problem. If you can't resolve the problem by using the information here, get help on the forums as described in Get Support for the Alexa Connect Kit.

Common problems

Common errors and possible resolutions for YubiKeys provided by Amazon

Module Utility – YubiKey access error (200)

If you see an error 200 in the Module Utility, confirm that the YubiKey is physically connected to your workstation, and that you have specified the correct slot number. To determine the slot number, see identify the YubiKey slot number.

Module Utility – YubiKey pin error (201)

If you attempt to provision your ACK module and use an incorrect pin value, you get an error 201 from the Module Utility. Confirm that you're using the correct pin value from the YubiKeyPin.txt file. A YubiKey locks if you use an incorrect pin three times.

Locked YubiKey

If your YubiKey is locked, reach out to your Amazon business representative. To diagnose whether a YubiKey is locked or the number of tries remaining for a YubiKey, see Determine if your YubiKey is locked.

Determine if your YubiKey is locked

Your YubiKey will lock and become unusable after three consecutive attempts to provision a module with an incorrect YubiKey pin. This section provides the steps for you to determine guide if a YubiKey is locked, and how many tries are remaining before it is locked.

Step 1: Install the yubico-piv-tool

The Yubico PIV tool is used for interacting with the Privilege and Identification Card (PIV) application on a YubiKey, which you'll need to do to determine if your YubiKey is locked.

  1. Download the yubico-piv-tool. Versions 1.7.0 and 1.6.2 are currently validated to support the ACK diagnostic workflow.

  2. For Ubuntu 16.04 users, you also need to enable the Yubico personal package archive. For instructions, see Enabling the Yubico PPA on Ubuntu.

  3. Follow the building instructions to finish installation.

Step 2: Check the YubiKey status

To determine check the number of pin tries left for the YubiKey, you'll use the yubico-piv-tool --action status command. See the yubico-piv-tool manual for more information.

Open a terminal window and run this command:

yubico-piv-tool --action status

This will output something like:

The number of YubiKey pin tries left tells you how many tries you have left. If the value is 0, then it is locked.
The number of YubiKey pin tries left tells you how many tries you have left. If the value is 0, then it is locked.

If the value for PIN tries left: <x> is 0, this means that the YubiKey is locked. If the YubiKey is locked, please contact your Amazon business representative.

Error messages

Error Resolution

Failure in provisioning device

Try to provision the device again. If it still fails, contact your ACK Representative with the specific error message and error details.

Error 1:x:x:x or 2:x:x:x when registering device

Bluetooth connection problem. Make sure your device has Bluetooth enabled. Restart your phone if necessary.

Error 3:x:x:x when registering device

Wi-Fi connection problem. Make sure that a Wi-Fi network is available and your device can connect to it. Make sure the password you're using for the Wi-Fi network is correct.

Error 4:x:x:x when registering device

Error with the ACK development kit. Try to register a different device. If it still fails, contact your ACK Representative with the specific error message and error details.

Error 5:x:x:x or 99:x:x:x

Try to register your device again. If it still fails, contact your ACK Representative with the specific error message and error details.

Error codes

Error Code Error Resolution

15

You don't have permission to program a YubiKey for this virtual product.

Check to make sure that the username you're using has the correct permissions to edit the virtual product.

17

Bluetooth connection problem. Make sure your device has Bluetooth enabled. Restart your phone if necessary.

Virtual product doesn't exist.

21

You have reached the limit for the number of YubiKeys you can register for this virtual product.

There is a default limit of 20 YubiKeys that you can create for a single virtual product. To increase this limit, contact your ACK Representative.

21

Your virtual product isn't enabled to program YubiKeys.

You don't have the correct permissions to program YubiKey for this virtual product. Contact your ACK Representative to enable YubiKey programming for your virtual product.

98

Wait before attempting to program a new YubiKey for this virtual product.

You can only program one YubiKey every six minutes. Wait six minutes before creating a new one.

98

Another YubiKey registration process is running for this virtual product.

You can only run a single YubiKey process for a virtual product. Don't try to run the program YubiKey command on multiple machines.