000017589 - New PIN cancelled for user and request originated from agent messages when authenticating with RSA Authentication Manager

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 Number000017589
Applies ToRSA Product Set:  SecurID
RSA Product/Service Type:  Authentication Manager
RSA Version/Condition: 7.1, 8.1
IssueThe authentication activity logs show the following error in the Description field:
New PIN cancelled for user <user name>.  Request originated from agent <agent_FQDN> with IP address <IP_address> in security domain <security_domain>.

In the real time authentication activity report, there is an entry in the Reason column of N/A.
CauseMigrated policies from Authentication Manager 6.1 create conflicts in Authentication Manager 7.1 and Authentication Manager 8.1.
ResolutionFrom the Security Console,
  1. Select Authentication > Policies > Manage Existing.  
  2. Go through each policy set. 
  3. Remove any policies that are marked as having been migrated from Authentication Manager 6.1.
Legacy Article IDa66078