000037310 - Troubleshooting EFN related connectivity issues for RSA Adaptive Authentication (on Premise)

Document created by RSA Customer Support Employee on Apr 17, 2019
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Article Number000037310
Applies ToRSA Product Set: Adaptive Authentication (OnPrem)
RSA Version/Condition: 7.x
IssueThis article explains the information needed to investigate connectivity issues to the EFN (eFraudNetwork)

The RSA eFraudNetwork service is a collaboration of organizations that share information on fraudulent activity. This information is used as a factor in the risk
analysis of a given transaction.
ResolutionInformation needed from the customer to further investigate the issue:
  1. Was EFN setup for this customer when they installed RSA Adaptive Authentication (on Premise) the very first time they went live?
  2. Determine the external IP address for the server where Scheduler, BackOffice and Adaptive Authentication application is deployed?
  3. Is the firewall request and whitelisting the external IP completed on RSA side for the IP address that the customer is using to connect?
  4. Was the EFN SSL certificate installed?
  5. Do they have a valid EFN account and if the password is still valid or needs a reset?
  6. Collect the scheduler logs if EFN scheduled tasks are enabled and running?
  7. Perform a nslookup to secureft.efraudnetwork.net and see which IP it resolves to?
  8. Is the EFN IP whitelisted on the customer firewall?
  9. Perform telnet from Scheduler server to secureft.efraudnetwork.net through port 443 and collect the results.
  10. Perform a traceroute to the secureft.efraudnetwork.net server from the Scheduler server and collect the output.