000037466 - RSA or Dell Technologies employee is unable to log in to RSA Link after migrating to a new network domain

Document created by RSA Customer Support Employee on May 8, 2019Last modified by RSA Customer Support Employee on May 8, 2019
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Article Number000037466
Applies ToRSA Product Set: RSA Link (community.rsa.com), myRSA (my.rsa.com), RSA Case Management portal (community.rsa.com/cases)
RSA Product/Service Type: RSA Single Sign-On (https://auth.rsasecurity.com), Registration Portal (community.rsa.com/register)
RSA Link Users:  RSA and Dell Technologies Employees
IssueAfter migrating from the CORP (Legacy EMC) domain to the AMERICAS (Dell) domain, RSA and Dell Technologies employees who already have an RSA Link account are unable to log in successfully to RSA Link, myRSA or the RSA Case Management portal.

Upon attempting to log in using their networking credentials, the error message below is immediately displayed.

Authentication Error
Your logon information is incorrect. Correct your logon information and try again, or contact the help desk or your administrator.

User-added image

Employees who do not have RSA Link accounts are also unable to register for an account successfully.
Issuing the command whoami via the Windows command-prompt or PowerShell indicates that the user belongs to the AMERICAS domain, as shown below.

User-added image
CauseThis is a known issue that occurs because the RSA Single Sign-On (SSO) system is not yet configured to permit authentication via the AMERICAS domain.
ResolutionThis issue is being actively investigated in order to resolve the situation as quickly as possible.
The current status of the investigation can be monitored on the internal RSA Link Outages & Incidents dashboard and by subscribing to this article on RSA Link.
WorkaroundThere are currently no workarounds for this issue.