Cannot add YubiKey security key for a specific Entra ID account

Question

I'm encountering an error while attempting to set up a Fido2 security key for an Emergency Access Account in Entra ID. The setup process gets stuck when prompting for the security key's PIN. This issue is specific to the Emergency Access Account, as I've successfully added the same key to two other "personal" user accounts. I also tried to create a new Emergency Access Account according to https://learn.microsoft.com/en-us/entra/identity/role-based-access-control/security-emergency-access but the issue persists.

When trying to set up the key, I receive the following error message in the Windows Event Log for WebAuthn:

This error appears to be preventing the completion of the security key setup process. On the User side it looks like this:

• During the security key setup process, I encounter a repetitive prompt for PIN creation. After initially entering and confirming a PIN, the system unexpectedly returns to the PIN creation screen instead of progressing.
• Upon attempting to create the PIN a second time, the process gets stuck on this screen:

I've verified that the account has the necessary license for MFA (Entra ID P2) and is a member of the appropriate group for Fido2 authentication. I hope for some advice on how to resolve this issue.

Answer 1

Hello @Alexander Wenger,

I'm glad that you were able to resolve your issue and thank you for posting your solution so that others experiencing the same thing can easily reference this! Since the Microsoft Q&A community has a policy that "The question author cannot accept their own answer. They can only accept answers by others ", I'll repost your solution in case you'd like to "Accept " the answer.

Issue: Cannot add YubiKey security key for a specific Entra ID account

Solution: Resolved by @Alexander Wenger.

To resolve the issue, you shortened the specific user's UPN (User Principal Name), as their original username was too long. After shortening the UPN, you were able to add the key successfully.

If you have any other questions or are still running into more issues, please let me know. Thank you again for your time and patience throughout this issue.

Please remember to "Accept Answer", so that others in the community facing similar issues can easily find the solution.

Thanks,

Raja Pothuraju.

Answer 2

After trying everything, I could finally resolve the issue! The problem was simply that the username of the specific user was too long. After I shortened the UPN I could add the key...

Answer 3

After trying everything, I could finally resolve the issue! The problem was simply that the username of the specific user was too long. After I shortened the UPN I could add the key...