Troubleshooting forgotten zero trust signature keys in LogMeIn Resolve
We can't resend your signature key, because we don't store it anywhere.
Depending on whether you have a recovery file or there's an admin in your company with a zero trust signature key, you have the following options:
- You have a recovery file and you can reset your signature key for yourself
- You don't have a recovery file, but some else can approve your request for a new signature key
- There's no one in your organization who could approve a new signature key request for you
Do this before anything else
When your zero trust key doesn't work, there are a few things you can do before contacting support:
- If you're an admin, sign in to GoTo Admin and go to the page. Check if the user's zero trust status is Active. If you aren't an admin, ask your admin to do this for you. You must have an active status to use your zero trust key.
- Make sure you have the right LogMeIn Resolve subscription that allows you to use the feature that requires a zero trust signature key. See LogMeIn Resolve feature comparison.
You have created a recovery file
You've made a smart decision, well done. Now you can reset your signature key for yourself without the approval of another agent in your organization.
- Start a sensitive task that requires zero trust authentication, such as creating a Remote Execution job.
- On the Enter your signature key page, select I forgot my signature key.
- Drag and drop your recovery file to Reset signature key window.
You can create a new recovery key if you can't find your current one.
- Select Reset signature key.
- Type your new signature key and confirm it.
- Select Create new signature key.
Note: Creating a recovery file is highly recommended, especially when you are the only agent in your organization.
There are other admins in your company who remember their signature keys
You're in luck. Simply create a new key as if it was the first one and ask an admin to approve it for you. To create a new key, do the following:
- Start a sensitive task that requires zero trust authentication, such as creating a Remote Execution job.
- On the Enter your signature key page, select I forgot my signature key.
- At the bottom of the page, click the Create new signature key link.
- Select I'm ready for heightened security.
- On the Signature key 101 page, make sure you read the description carefully and select Create signature key.
- On the Create your signature key page, type your unique key.
Your key must have at least eight characters.
- Select I understand that GoTo can't restore a forgotten signature key and click Next.
- Confirm your signature key and click Next.
- Download your six-digit verification code or write it down and keep it handy.
When your new key is approved, you can use it as if nothing has happened. Your old key is automatically revoked.
There is no one else in your company who remembers their signature key
Your signature key creates a link between you and your devices and we can simply cut that link for you. This would render your signature key unusable, which has the following result:
- You will not be able to access your managed devices.
- You can and should create a new signature key.
- You have to redeploy all your devices in LogMeIn Resolve using the new key.
- You have to re-create your Device groups.
- You have to re-add your alerts, antivirus settings, and Windows update policies.
Still an appealing solution? Then here's what you can do when you forget your signature key and there is no other agent to approve a new key for you:
- Go to https://console.gotoresolve.com/zero-trust/reset and follow the on-screen instructions.
- Make sure you create a recovery file this time.
Remember: Don't forget to redeploy your devices.
Tip: Choose your signature key wisely and remember it well.
Article last updated: 10 September, 2023
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