000030447 - How to factory reset a mobile device that is registered with RSA Via Access

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 Number000030447
Applies ToRSA Product Set: Via Access
RSA Product/Service Type: Mobile Application
IssueA user has factory reset their device and the RSA Via Access app has been deleted. 
What steps must be taken to re-register the device?
ResolutionThe user's device must first be deleted in the Administration Console. 
Then the user can re-install the Via app (obtained from appropriate device store such as the Apple App Store or Google Play) and then re-complete device registration.