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To troubleshoot a security key:
  • Make sure it’s securely connected.
  • Test a different USB port.
  • Skip USB hubs or adapters and plug it straight into the computer.
  • Try it on another device.
  • Address potential browser problems by switching to Chrome, Firefox, or Safari, keeping the browser up to date, and verifying the key responds during login.
  • Examine system settings. Reset Windows Hello if needed, and review Event Viewer for error logs.
  • Swap in another security key or apply any pending updates (such as Duo notifications).
Simple fixes like restarting your computer or updating your browser often resolve the problem quickly.
Note:If you cannot use the security key on your Box mobile app, please contact Box Support.

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Browser and operating system compatibility

Web browsermacOS 10.15+Windows 10Windows 11LinuxiOS 14.5+Android 8+
Chrome (Version 67 and later)
Edge (Version 18 and later)
Chromium-based Browsers (Version 18 and later)		YesYesYesYes (No on Edge in Linux)YesYes
Safari (Version 13, released on September 19, 2019, and later)YesN/AN/AN/AYesN/A
Firefox (Version 60 and later)YesYesYesNoYesYes
Samsung Internet v17.0+N/AN/AN/AN/AN/AYes
N/A means the operating system doesn’t support the web browser.

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Using NFC with your phone

Some security keys require specific positioning when held near your phone for NFC to work properly. If you’re experiencing connection issues, check your vendor’s documentation for NFC positioning guidelines. For example, for Nitrokey, see the NFC troubleshooting guide.