000037146 - RSA SecurID Access Authenticate App message "PIN cannot be reset, Contact your administrator."

Document created by RSA Customer Support Employee on Feb 19, 2019Last modified by RSA Customer Support Employee on Feb 20, 2019
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Article Number000037146
Applies ToRSA Product Set: SecurID Access
RSA Product/Service Type: Authenticate App

If an Authenticate App user enters too many incorrect PINs (for example, forced to choose Reset PIN) or chooses Forgot PIN they see the following message:

PIN cannot be reset, Contact your administrator

This can occur if the user is not protecting access to their device with a PIN or biometrics.

ResolutionAfter configuring device protection (PIN or biometrics), the affected user must delete the company from the Authenticate App My Account page and then re-register their device.
NotesUsers can be required to provide additional authentication (for example, a PIN) before viewing their RSA SecurID Authenticate Tokencode in the Administration Console Company Settings > Configure Session and Authentication Method Settings.