000014360 - User requests are not appearing in the Approver Inbox

Document created by RSA Customer Support Employee on Jun 14, 2016Last modified by RSA Customer Support Employee on Apr 22, 2017
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Article Number000014360
Applies ToDeployment Manager 1.3.1
Windows 2003 Server SP2
IssueUser requests are not appearing in the Approver Inbox
When user requests for a new token, the requests are not appearing in the approver inbox.
Getting error message "0 RSA SecurID AES Software Tokens left on the Auth Mgr" when the approver clicks on In box.
Resolution Please follow the below procedure to solve this issue.


  1. On the RSA Deployment Manager, open command line: netstat -an | find "5570" to confirm established connection with RSA Authentication Manager.

If you don?t see 5 connections then check the network connectivity.

  1. On the RSA Authentication Manager, Open the RSA Authentication Manager Log Monitor
  2. On the RSA Deployment Manager, stop and start the RSA web Service.
  3. During the Startup of Deployment Manager review the log monitor. You should see a number of successful API Authentication messages from the user you created on installation.
  4. Resolve any unsuccessful authentication messages e.g. 'User not in database'.

If you don't find any logs then check the RSA Authentication Manager configuration in config.properties

C:\RSA Security\RSA Web Service\Tomcat\webapps\RSASWE\WEB-INF\config\config.properties

  1. Restart the RSA Web Service on Deployment Manager.
Legacy Article IDa45139