000014004 - Error: 'Token import failed. Invalid token. Contact your administrator.'

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 Number000014004
Applies ToSoftware Token for Blackberry 3.x
Software Token
Authentication Manager 6.x
Authentication Manager 7.1
RSA SecurID Appliance 2.0
RSA SecurID Appliance 3.0
IssueError: "Token import failed. Invalid token. Contact your administrator."
Token import failed. Invalid token. Contact your administrator.
CauseThe token has an improper filename when sending 'sdtid' file to Blackberry.
ResolutionEnsure there are no spaces in the filename.
When you send a token file in e-mail, the file attachment must have the string  x-rimdevice prepended to the token name and .sdtid as the file extension. For example, to issue a token file named token1.sdtid, rename it to x-rimdevice-token1.sdtid or x-rimdevicetoken1.sdtid.

Before you distribute token files, make sure users verify that they can access e-mail from their devices. If you use password-protected token files, you must tell users the password for each password-protected token before you send them their token files.

For added security, do not send a password in the e-mail that contains the token file attachment.

NotesExamples of a good filename:    x-rimdevicejsmith.sdtid   x-rimdevice_jsmith.sdtid   
Also see Primus Error: "Enter password" when importing a token but no password was applied 
Legacy Article IDa46356