000038329 - Unexpected error during command com.rsa.authmgr.admin.tokenmgt.UnlinkTokensFromPrincipalsCommand execution when unassigning an RSA SecurID token in RSA Authentication Manager 8.x

Document created by RSA Customer Support Employee on Jan 14, 2020
Version 1Show Document
  • View in full screen mode

Article Content

Article Number000038329
Applies ToRSA Product Set: SecurID
RSA Product/ Service Type: Authentication Manager
RSA Version/Condition: 8.x
IssueUnable to unassign tokens from users.  The following error shows in the Security Console:
"There was a problem processing your request.
Unexpected error during command com.rsa.authmgr.admin.tokenmgt.UnlinkTokensFromPrincipalsCommand execution"

When searching for the user it appears with no assigned tokens, however the token appears as assigned under Authentication > SecurID Tokens.

CauseThis error happens when an identity source is unlinked and deleted without performing a clean up job.  RSA recommends scheduling a cleanup before deleting an identity source from the Operations Console.
ResolutionA scheduled clean up job should be performed using the steps below:
  1. In the Security Console, click Setup > Identity Sources > Schedule Cleanup.
  2. To schedule the cleanup job to run, under Cleanup Status, select Enable scheduled cleanup of unresolvable users and user groups from linked identity sources, and all users and user groups from unlinked identity sources
  3. Make sure to leave the Grace Period Field unchecked.
  4. Under Schedule, use the Start, Frequency and Run Time fields to select the date and time on which you want the cleanup to run.

Make sure after the clean up job is completed that the token exists in the unassigned tab under Authentication > SecurID Tokens > Manage Existing