000033235 - Palo Alto PA Series Firewall version 7.x prompts for passcode twice (back to back) while doing authentication from global protect

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 Number000033235
Applies ToProducts: RSA Product Set: SecurID
RSA Product/Service Type: RSA Authentication Manager
RSA Version/Condition: 8.1
 
Issue
  1. After upgrading the Palo Alto PA Series Firewall from version 6.x to 7..x, it prompts for passcode twice (back to back) while doing authentication from global protect.
  2. Error in the Authentication Activity Monitor showing as below.
    1. Authentication Method Failed: Passcode Format Error.
    2. Authentication Method Failed.
CauseThis is an issue with Palo Alto.
Resolution
  1. Enter the 1st passcode/tokencode for the initial password prompt in the Global Protect and will see the 2nd prompt asking for the password again.
  2. Once the passcode/tokencode changes, enter the new code on to the 2nd password prompt.
  3. The Authentication is successful.

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