000037869 - Error message "auth.rsasecurity.com refused to connect" when accessing version upgrades on RSA Link

Document created by RSA Customer Support Employee on Aug 25, 2019Last modified by RSA Customer Support Employee on Aug 25, 2019
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Article Number000037869
Applies ToThis article applies to RSA customers, partners and employees who have access to the Version Upgrades portal on RSA Link.
IssueWhen attempting to access product downloads via the Version Upgrades portal on RSA Link, I get the error message auth.rsasecurity.com refused to connect as shown below.

User-added image
CauseThe session timeout length for the Version Upgrades portal, the myRSA portal and the RSA Case Management portal is two hours, after which the session expires and authentication is required to continue.

As such, if you access one of these portals and then step away for two hours or more—including if you return to RSA Link within another window or tab to view product documentation or participate on the communities—and return to the Version Upgrades portal with the intent of proceeding, then your session will have timed out and the error message will be displayed.
ResolutionRefreshing the page will generally resolve the issue, as it will trigger a new authentication session and redirect you to the login screen to re-enter your credentials.  If this does not occur, open a new tab or window in your browser and navigate to https://community.rsa.com/version-upgrades which will trigger a new authentication session.

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