000025632 - Can't login to the appliance after time changes and forgot admin password

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 Number000025632
Applies ToSecurID Appliance 2.0
Daylight Saving Time DST
Manually adjusted time to match the DST time changes without applying DST patch to the OS.  After reboot can't login to the appliance with a token and they have forgotten any passwords for non challenged accounts.
IssueGet access to the appliance after making changes to the system clock
Can't get in to the box after DST no users can authenticate with administrator password.
Forgot RSAlocalAdmin account and its administrator reserve password.
CauseDue to manually changing the system clock on the appliance UTC time is no longer correct.

You will need to log into the appliance from the local console (please see the owners guide for emergency access procedure) the follow the instructions below.

1) Reboot the appliance

2) During reboot before POST is complete you need to hit the Delete key to get into BIOS settings

3) Once inside BIOS you will want to select ?Standard CMOS Features?

4) Change the time back to pre DST time

5) Press F10 to save and exit

The appliance should now boot up with the pre DST time and allow you to login with a token.

NotesIf the customer made manual adjustments to fix both drifts in the clock and DST this should also be accounted for when setting the time back.  For example if the time was off by 15 minutes and they moved the clock 75 minutes to account for drift and DST they need to go back 75 minutes to get the tokens back in synch.
Legacy Article IDa33780