# Troubleshooting

> Answers to the questions Ironchip users ask most often and fixes for common errors, such as the device name error on iOS.

URL: https://docs.ironchip.com/en/identidad/usuarios/problemas-frecuentes/

This page collects the questions users ask most often and the common errors you may run into when using the Ironchip app.

## Frequently asked questions

### How do I contact Ironchip support?

You can find us in several places:

- In the contact section of our website.
- In the web chat.
- By email, at info@ironchip.com.
- By phone, at 946 03 94 99.

### Why don't we keep the signature of safe places?

It is more secure, and it is not necessary. At Ironchip we believe that not storing it prevents the large-scale credential theft we might face in the future. Also, biometric solutions, although convenient, are not a very good approach to security: if they are stolen, no user can change them.

That is why we only keep a mathematical model, which is the solution for learning the set of signals. Once learned, the signals are erased.

### Can I integrate?

Ironchip uses the most widely adopted security standards, such as SAML or OIDC (OpenID Connect), to integrate with your systems, either in Windows environments (Microsoft Active Directory) or through the management platform we provide. See the [SAML](https://docs.ironchip.com/en/identidad/protocolos/saml/) and [OIDC](https://docs.ironchip.com/en/identidad/protocolos/oidc/) protocols.

On the user side, you can use an SDK to integrate Ironchip into your applications or, otherwise, the official Ironchip Location-Based Authentication app.

## Common errors

### Error in device name

If you have an iOS device and have seen this error (**Enroll error** with the text `error bad request in fields: DeviceName`):

[Image: Enroll error message in the iOS app with the text error bad request in fields: DeviceName]

The device name on iOS cannot contain accents, the characters `-`, `/`, `$`, `%`, `@`, `&`, `.`, `_` or similar characters. To fix the error, change the device name.

### Login error

If you have seen this error (**Login error** with a `PlatformException` message saying that the master key `android-keystore://default1_authenticated_master_key` exists but is unusable):

[Image: Login error message in the app with PlatformException details about the Android keystore master key]

If it appears, contact your administrator or Ironchip support through the channels listed in [How do I contact Ironchip support?](#how-do-i-contact-ironchip-support).