000038880 - Error requesting CT-KIP token for RSA SecurID Software Token for Microsoft Windows through RSA SecurID Access Prime Self-Service Console

The following error is displayed in the ../primekit/logs/ssp/ssp_daily.log when a user requests an RSA SecurID Software Token for Microsoft Windows through the RSA SecurID Access Prime Self-Service Console:

2020-04-22T14:52:49,922-0400,com.rsa.pso.selfservice.web.SSPHomeActionBean,51,INFO ,Request for new Token {"TT":"software","DT":"Desktop PC#5.x","SHIP":"undefined","PIN":"******","QRCode":true,"emaildId":"null","distpwd"******""}

2020-04-22T14:53:01,597-0400,com.rsa.pso.selfservice.web.SSPHomeActionBean,51,INFO ,requestNewSoftwareToken() devicetype Desktop PC#5.x
2020-04-22T14:53:01,598-0400,com.rsa.pso.selfservice.web.SSPHomeActionBean,51,INFO ,DistributionType for Desktop PC#5.x: CTKIP_QRENABLED
.
.
2020-04-22T14:53:07,923-0400,com.rsa.pso.services.NotificationServiceHelper,51,INFO ,FAILURE_LOG[$Thread: 25
com.rsa.pso.services.ServiceException: Device not available
STACK_TRACE[$com.rsa.pso.services.ServiceException: Device not available
com.rsa.pso.services.NotificationServiceHelper.distributeTokenCTKIPQRCode(Unknown Source)

The /opt/rsa/primekit/configs/ssp/config/device.xml file has the Desktop PC property name pointing to Desktop PC 5.x, but the RSA Authentication Manager server has only Desktop PC 4.x:

<bean class="com.rsa.pso.selfservice.securid.MobileDevice" parent="defaultMobileDevice">
<property name="deviceFamilyName" value="Desktop PC" />
<property name="versionNumber" value="5.x" />
<property name="deviceManager" ref="blankDeviceManagerBean" />
<property name="distributionType" ref="CTKIP_DISPLAY" />
</bean>

1. Edit the /opt/rsa/primekit/configs/ssp/config/device.xml file.
2. Change the  versionNumber value to 4.x. For instance:

<property name="versionNumber" value="4.x" />

3. Restart the SSP Service.

cd /opt/rsa/primekit/scripts
./ ssp_shutdown.sh
,/ssp_startup.sh