000030396 - AAH- Registration is locked. Please contact Customer Support for more information.

Document created by RSA Customer Support Employee on Jun 14, 2016Last modified by RSA Customer Support Employee on Apr 21, 2017
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Article Number000030396
Applies ToRSA Product Set: Adaptive Authentication (Hosted)
RSA Product/Service Type: Adaptive Authentication (Hosted)
 
IssueCustomer reported that they are seeing error "Registration is locked. Please contact Customer Support for more information." after opening ports for the new IP address for DC-migration. 



After doing further investigation, I found that it is not related to migration and user- EBSTJ290186 has got his Challenge Questions Authentication method blocked. 
ResolutionSuggested below steps to fix the issue. 



1. Log into their BackOffice Portal :- 



https://www.services.cyota.co.uk/FI_NAME/backoffice/login.jsp 



2. Go to "Customer Service" tab and search user- XXXXXXX



3. Click the checkbox against Challenge Questions under Authentication Methods and press "Unblock" button. 

 

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