000038515 - No token storage device was detected. Verify that the device is attached or contact your administrator error and database token information cached when upgrading or reinstalling RSA SecurID Software Token 4.2.1 for Mac OS X

Document created by RSA Customer Support Employee on Feb 27, 2020Last modified by RSA Customer Support Employee on Feb 27, 2020
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Article Number000038515
Applies ToRSA Product Set: SecurID
RSA Product/Service Type: Software Token
RSA Version/Condition: 4.1.2, 4.2.1
O/S Version: macOS Mojave 10.14, 64-bit, macOS High Sierra 10.13, 64-bit, macOS Sierra (version 10.12, 64-bit)
Issue

After upgrading from RSA SecurID Software Token 4.1.2 for Mac OS X to RSA SecurID Software Token 4.2.1 for Mac OS X, the database token file is no longer accessible. The RSA SecurID Software Token 4.2.1 for Mac OS X can no longer read the database token file and throws the following error:



No token storage device was detected. Verify that the device is attached or contact your administrator.



 



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The Mac caches the database token file and restores it when installing the RSA SecurID Software Token 4.1.2 for Mac OS X again.

CauseThe operating system caches the database token file in /Users/<username>/Library/Saved Application State and restores it back upon installing the application again.
ResolutionTo resolve the issue, delete the saved application because the database token file remains on the computer, even after the uninstall. Failing to remove the file means that a password prompt appears after reinstall or you see the No token storage device was detected error.

Follow the steps below to move the file to /tmp before uninstalling the app.
  1. Open the Terminal application by going to Applications/Utilities/Terminal.
  2. Move the file to /tmp:


cd /Users/<username>/Library/Saved Application State
mv com.rsa.* /tmp/


  1. Uninstall the app:


cd /Library/Application\ Support/SecurID
sudo ./uninstall-rsasecurid.py


  1. Restart the machine.
  2. Install RSA SecurID Software Token 4.2.1 for Mac OS X.
  3. When the application launches, it prompts to enter the keychain password. Enter the password.
  4. Click Always Allow.

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