000013023 - AM 7.1- Users keep getting Access Denied while trying to enable their tokens via the Self-Service Console

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 Number000013023
Applies ToAuthentication Manager 7.1 on all Supported Platforms
Appliance 3.0
Self-service Console
Token Provisioning

Once an administrator Approves a token Request via Provisioning and the user tries to enable a token via the Self-Service Console, they get an error: Access Denied.

Nothing gets logged to the Administration, Activity or System logs while the user fails to enable the Token.

CauseThis is caused because the Self-Service Troubleshooting policy Authentication Method is set to NONE.

To Correct the issue, set the Self-Service Troubleshooting Policy Authentication Method to either Security Questions or Password.

The policy change can be made from the RSA Security Console/Authentication/Policies/Self-Service Troubleshooting Policies/Manage Existing. Edit the Policy and change the Authentication Method to either Security Questions or Password and then save.

User should be able to use the Self-Service Console and enable their tokens using their User ID,  Enablement code and token Serial Number they've been assigned.

Download the most recent patch for AM 7.1 SP4 from Securcareonline.

Legacy Article IDa55860