000038596 - No license version message when downloading RSA SecurID software tokens from myRSA.com

Document created by RSA Customer Support Employee on Mar 20, 2020Last modified by RSA Customer Support Employee on Mar 24, 2020
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Article Number000038596
Applies ToRSA Product Set: SecurID
RSA Product/Service Type: RSA SecurID software tokens
IssueCustomers are unable to download RSA SecurID tokens from myRSA.com.  The only option in the RSA Electronic Software Enablement drop down is No License Version.
ResolutionAs a workaround, please follow the steps below:
  1. Go to https://my.rsa.com.
  2. Enter your user ID and password.

To download the files, you must login to myRSA as the user whose name is on the order.  If you login as another user, you will not be able to see the files.

  1. Next to myRSA logo, there is a search bar/dropdown menu that has company information, including address and site ID. Select the correct account.

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  1. Click Products on the left hand menu.

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  1. Click RSA SecurID under your products:

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  1. Click on the e-Delivery token serial number, highlighted in red below to start the download. User-added image
  2. Select No license version.

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  1. Scroll down the page to find the License section.
  2. Check the box in front of the license.zip file. 
  3. Check the box for the End User License Agreement.  
  4. Click Download in the bottom right corner.

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  1. The <serial number>.zip file downloads.
  2. Open the .zip to find the E token folder containing the token.xml file(s).