000011936 - CT-KIP on iPhone iOS fails: Token import failed. Error communicating with server.

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 Number000011936
Applies ToRSA iOS Software Token 2.0 for iOS.
RSA Software Token for iPhone.
IssueCT-KIP on iPhone iOS fails:  Token import failed. Error communicating with server.
CauseImproperly formatted URL, possibly from not using the correct Software Token Definition.
The Web Tier or Primary are not reachable because of improper networking.
Using a non-native email client.
Third-party security,  mail management , or system management software on the iPhone is preventing access or proper operation.  Some examples are Onset METAmessage , EMS , MobileIron .
Improper configuration of the iPhone.
ResolutionCheck the Admin Guide for your version of Token Software to verify the format of the URL is correct.
Verify the Primary or Web Tier are accessible, and the CT-KIP request is actually reaching the appropriate server.
Use only the native iOS email client, third-party email clients may not work properly.
Verify the iPhone is properly configured as per the Admin guide.
Legacy Article IDa67548