000038251 - Intermittent failures authenticating to RSA SecurID Authentication Manager protected resources using the RSA SecurID Access Authenticate App

Document created by RSA Customer Support Employee on Jan 3, 2020
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Article Number000038251
Applies ToRSA Product Set: SecurID Access
RSA Product/Service Type: Authentication Manager
RSA Version/Condition: 8.4 patch 4 and above
IssueA deployment of RSA Authentication Manager with a primary and multiple replicas has been configured to utilize the SecurID Access Cloud Authentication Service.
  • Authenticating to an RSA Authentication Manager protected resource fails intermittently when using the Authenticate App tokencode.
  • Unexpected authentication failures are not observed for the same protected resources using traditional SecurID tokens (software or hardware) or fixed passcodes.
  • Failed authentication attempts are logged by Authentication Manager, but not by the Cloud Authentication Service.
  • Authentication attempts fail only against certain Authentication Manager instance(s) in the multi-instance environment.
CauseThis can occur if there are a subset of RSA Authentication Manager server(s) in the deployment unable to communicate with the Cloud Authentication Service.
ResolutionCheck the network connectivity between each RSA Authentication Manager server instance and the Cloud Authentication Service as discussed in article 000038167 - How to test RSA Authentication Manager to RSA SecurID Authentication Cloud Authentication Service connectivity.

Resolve any connectivity issues between the RSA Authentication Manager server(s) and Cloud Authentication Service as needed.