000016749 - AM 7.1- Users fail to authenticate 'Authentication Method failed  Passcode format error'

Document created by RSA Customer Support Employee on Jun 14, 2016Last modified by RSA Customer Support Employee on Apr 21, 2017
Version 2Show Document
  • View in full screen mode

Article Content

Article Number000016749
Applies ToAuthentication Manager 7.1 on all supported platforms
Appliance 3.0
Software Tokens
IssueAll users authenticating with Software tokens start to fail. The Authentication Log shows " Authentication Method failed, passcode format error"
When attempting to resync the software token, you get an error: " Invalid Token Code"
When attempting to resynchronise the token, you get the error "Tokencode is incorrect"
 
Cause

An administrator accidently re-distributed the Software Token Files and regenerated the tokencodes from the Security Console>Authentication>SecurID Tokens>Distribute Software Token Job>Add New>Distribute Token Files.


The administrative Activity report will show something resembling the following:


1/21/2010 14:45 INFO Add batch job Administrator netman attempted to add issuesofttokensbatchjobcategory
1/21/2010 14:45 INFO Export Soft Token Administrator netman attempted to export soft token 000107650834 managed
1/21/2010 14:45 INFO Export Soft Token Administrator netman attempted to export soft token 000107650835 managed
1/21/2010 14:45 INFO Export Soft Token Administrator netman attempted to export soft token 000107650836 managed

ResolutionRe-issue and distribute the software tokens. The end user must re-import the new sdtid file since the tokencodes were regenerated. If the server database is very large it may be practical to recover from backup.
Legacy Article IDa49668

Attachments

    Outcomes