New Windows 11 desktop - after 1 week, security key stopped working

[PitchShifter]

About a week after I started using my new Windows 11 desktop PC, the security key I'd been using (and which I'd used previously on my Windows 10 desktop PC) stopped working.

I assume the problem is related to a driver, but so far I've tried several options to update the security key's driver without success on the new Windows 11 desktop.

The security key still works as expected on the old Windows 10 desktop.

Also, the security key works as expected on my other new Windows 11 computer (a laptop).

I've contacted HP support and they want to charge $50 or more to provide any service.  They say they only provide support for hardware and claim this is a third-party software issue.  The third party which manufactured the security key, however, believes it's a problem with the HP computer...and I'm stuck in the middle.

Thoughts?

[Garp_senchau]

@PitchShifter, Welcome to HP Support Community,

Thank you for posting your query; I’m here to help by guiding you through steps to resolve this issue

Check for Windows Updates

Go to Settings > Windows Update and install any updates.

Try Different USB Ports

Plug the security key into a different USB port on your HP desktop.

Update/Reinstall USB Drivers

Press Win + X, choose Device Manager.

Expand Universal Serial Bus Controllers and right-click to Update drivers or Uninstall and restart your PC.

Disable USB Power Saving (Selective Suspend)

Go to Control Panel > Power Options > Change plan settings > Change advanced power settings.

Disable the USB selective suspend setting.

Test Without Antivirus Software

Temporarily disable your antivirus and check if the security key works.

Run the USB Troubleshooter

Go to Settings > System > Troubleshoot > Other troubleshooters.

Run the USB troubleshooter.

Reset USB Drivers

In Device Manager, right-click on Universal Serial Bus Controllers and choose Uninstall for each item.

Restart the PC, and Windows will reinstall the USB drivers.

Check BIOS Settings

Restart your PC and enter BIOS (press F2 or DEL during startup).

Look for USB settings and make sure they're enabled.

I hope this helps.

Please feel free to reply here if you have any questions or if you need further clarification on any of the steps. 

Take care and have a good day. 

Did we resolve the issue? If yes, please consider marking this post as "Accepted Solution" and click "Yes" to give us a helpful vote - your feedback keeps us going!

Regards,

[PitchShifter]

@Garp_senchau, Thank you for your response.  I have listed below the results of these troubleshooting steps.

Check for Windows Updates

Go to Settings > Windows Update and install any updates.

-Done - physical security key still does not work.
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Try Different USB Ports

Plug the security key into a different USB port on your HP desktop.

-Done - physical security key still does not work in any of the four USB ports on the front of the computer.
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Update/Reinstall USB Drivers

Press Win + X, choose Device Manager.

Expand Universal Serial Bus Controllers and right-click to Update drivers or Uninstall and restart your PC.

-Done - physical security key still does not work.  (In each case when attempting to update USB drivers, received message "Windows has determined that the best driver for this device is already installed. There may be better drivers on Windows Update or on the device manufacturer's website."  Uninstalling USB drivers and restarting computer did not solve problem, either.
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Disable USB Power Saving (Selective Suspend)

Go to Control Panel > Power Options > Change plan settings > Change advanced power settings.

Disable the USB selective suspend setting.

-Could not find USB selective suspend setting under "Change advanced power settings"
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Test Without Antivirus Software

Temporarily disable your antivirus and check if the security key works.

-Done - physical security key still does not work.
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Run the USB Troubleshooter

Go to Settings > System > Troubleshoot > Other troubleshooters.

Run the USB troubleshooter.

-Did not find USB troubleshooter
-Ran Program Compatibility troubleshooter instead
"In this troubleshooter we will run diagnostics and will try manual and automated steps to fix the possible compatibility problems with your apps."
"Do we have your consent to run diagnostics and automated steps to try to fix the problem?"  - Yes
"Diagnostic action done: get application list"
"Which application do you want to troubleshoot?" -  YubiKey Manager
"What is the problem are you having with this app?" -  None of the above.
"Diagnostic action done: get program info"
"Diagnostic action done: get compatibility setting for the app"
"Do you want us to apply recommended compatibility settings for you?" -  Yes
"Diagnostic action done: apply compatibility setting"
"Please try your application again."
"Did this solve your problem?" -  No

-Done - physical security key still does not work.
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Reset USB Drivers

In Device Manager, right-click on Universal Serial Bus Controllers and choose Uninstall for each item.

Restart the PC, and Windows will reinstall the USB drivers.

-Done - physical security key still does not work.  (see above)
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Check BIOS Settings

Restart your PC and enter BIOS (press F2 or DEL during startup).

Look for USB settings and make sure they're enabled.

-Done. Ran tests on nearly all system components and all were fine; physical security key still does not work.

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I contacted Microsoft Support on 11/12/2025 as well, but it's now two days later and so far I'm still seeing the message "A support agent is being assigned to your request."

Previously, I had communicated for several days via email with a YubiKey representative but his proposed solutions didn't work either.

So we have the following responses:

HP:  Wants me to pay $50+ for their "Smart Friend" service even though this is a brand new computer

YubiKey:  couldn't find the problem and said that was all he could do

Microsoft:  hasn't responded at all

My guess is there's a problem between the USB port hardware and the Windows Security software on the new HP desktop (Windows 11) which prevents the Windows Security software from recognizing the physical security key (YubiKey).  The same problem does not exist between the USB port hardware and Windows Security software on either the new Dell laptop (Windows 11) or the old HP desktop (Windows 10), both of which recognize the physical security key (YubiKey) as expected.

[sergioo12]

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