Article Content
Article Number | 000037146 |
Applies To | RSA Product Set: SecurID Access RSA Product/Service Type: Authenticate App |
Issue | 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. |
Resolution | After 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. |
Notes | Users 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. |