000030085 - Authentication Agent 7.2.1 not displaying credential provider after installation

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 Number000030085
Applies ToRSA Product Set:  SecurID
RSA Product/Service Type:  RSA Authentication Agent for Microsoft Windows
RSA Version:  7.2.1
Platform (Other): Microsoft Windows 7 Professional
Platform (Other): Rohos Logon Key
IssueSteps to reproduce.
1.Install an RSA Authentication Agent 7.2.1 for Microsoft Windows on a machine running Windows 7
Expected Result:
The agent to install without issue.

2.Install ROHOS on a Windows machine running Windows 7.
3.Uninstall ROHOS via Add/Remove Programs in the Control Panel.
4.Make sure there is nothing about ROHOS anywhere on the Windows machine.
5.Install the RSA Agent 7.2.1 for Windows on the Windows machine.
Expected Result:
The login tile (Credential Provider)is missing
CauseThe actual bug, here, is NOT one found in the Authentication Agent. The Authentication  Agent has been tripped up by an invalid change made to the system registry when Rohos is un-installed.
ResolutionA new Authentication Agent which works-around the Rohos bug is being built,(see Jira AAWIN-2189) but the current Agent, 7.2.1, will install and work fine if the customer, after un-install of Rohos, makes the following change to the system registry:
Change:
HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\
Authentication\Credential Providers\<PasswordProvider GUID>\
(Default) = Password Provider
TO
HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\
Authentication\Credential Providers\<PasswordProvider GUID>\
(Default) = PasswordProvider
***Note that the SPACE must be removed between "Password" and "Provider".
After making this change, the same RSA Authentication Agent, that was breaking, can be installed and run without a problem. The newly built Agent that automatically handles the malformed "PasswordProvider", when Rohos is uninstalled, will be coming out later, from RSA, after formal testing.
 
NotesRohos should fix its bug, but customers must understand that there is a work-around (as shown above) for the situation created by Rohos. RSA, in no way, was responsible for this situation, but is responding by declaring the proper action to take to remedy the situation, and will be delivering a new Agent which, on its own, works-around the situation not remedied by hand.

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