000015353 - Pin Unlock prompting for Passcode instead of SecurID PIN

Document created by RSA Customer Support Employee on Jun 16, 2016Last modified by RSA Customer Support Employee on Apr 21, 2017
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Article Number000015353
Applies ToAgent 7.02
Pin Unlock
RSA Authentication Agent 7.0.2 for Microsoft Windows 7.02 (Build 35)
HKEY\LOCAL|MACHINE\SOFTWARE\RSA\RSA Authentication Agent ProductVersion 7.0.2.35 
Security Center Help About RSA Security Center... Version RSA Authentication Agent 7.0.2 for Microsoft Windows 7.02 (Build 35)
IssuePin unlock not working
Pin Unlock prompting for Passcode instead of SecurID PIN
Getting prompted for Passcode when unlocking workstation
Agent Trace located in ProgramData\RSA\RSA Authentication Agent\trace.log
Below is an agent trace when the Passcode prompt is seen for PIN unlock.  Note that nTokenSN has no value.
AceGetDAAuthData(RSA_DA_ATTR_TOKEN_SERIAL) OK, nTokenSN=, nTokenLen=13

In a working system the trace shows token Serial number.
AceGetDAAuthData(RSA_DA_ATTR_TOKEN_SERIAL) OK, nTokenSN=000103113081, nTokenLen=13
ResolutionThis issue is resolved in Authentication Manager 7.1 SP3 Hot Fix 6 or higher, the latest Service Pack and patch can be found  here
Legacy Article IDa53328

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