000037198 - Incorrect prompt on Citrix NetScaler PIN reset page for RSA Authentication Manager 8.4

Document created by RSA Customer Support Employee on Feb 27, 2019
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Article Number000037198
Applies ToRSA Product Set:  SecurID
RSA Product/Service Type: Authentication  Manager
RSA Version/Condition:  8.4

The text displayed on the PIN reset page in a RADIUS client displays incorrect, scrambled messages.
Even though no impressions are found in the securid.ini file, the packet capture shows that the texts are from RSA Authentication Manager servers:

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The incorrect text is as follows:

PIN accepted. Wair the tooken code to chaangge, then entterr te new passcoodee: 

WorkaroundRemoving '\r\n' that appears in front of the tex ExtOutputChange in the securid.ini file found in the Operations Console  (Deployment Configuration > RADIUS >Manage server files then right clicking on the server name) resolves the issue.
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Note that you need to make the changes on all RSA Authentication Manager instances then restart the RADIUS service on each server.

Restart the RADIUS service following the steps below:

  1. Launch an SSH client, such as PuTTY.
  2. Login to the primary Authentication Manager server as rsaadmin and enter the operating system password.

Note that during Quick Setup another user name may have been selected. Use that user name to login.

login as: rsaadmin
Using keyboard-interactive authentication.
Password: <enter operating system password>
Last login: Mon Feb 18 09:45:32 2019 from
RSA Authentication Manager Installation Directory: /opt/rsa/am
rsaadmin@am82p:~> cd /opt/rsa/am/server
rsaadmin@am82p:/opt/rsa/am/server> ./rsaserv restart radius
Stopping RSA RADIUS Server: ***
RSA RADIUS Server                                          [SHUTDOWN]
Starting RSA Administration Server with Operations Console:
Starting RSA Database Server: - RSA Database Server                                        [RUNNING]                                                          *
RSA Administration Server with Operations Console          [RUNNING]
Starting RSA RADIUS Server Operations Console:
RSA RADIUS Server Operations Console                       [RUNNING]
Starting RSA Runtime Server: **
RSA Runtime Server                                         [RUNNING]
Starting RSA RADIUS Server: *
RSA RADIUS Server                                          [RUNNING]