000018060 - How to authenticate in New PIN Mode with RSA SecurID Software Token for Palm Handhelds or with a Pinpad Token

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 Number000018060
Applies ToToken is in New PIN mode
RSA SecurID Software Token for Palm Handhelds
RSA SecurID Software Token for Pocket PC
RSA SecurID Pinpad
IssueHow to authenticate in New PIN Mode with RSA SecurID Software Token for Palm Handhelds or with a Pinpad Token
Error: "Access Denied, PASSCODE Incorrect"
CauseWhen in new PIN mode, users are entering the new PIN at the wrong time, or not entering it into the token interface to generate the new PASSCODE
ResolutionTo authenticate in new PIN mode with RSA SecurID Software Token for Palm or a Pinpad Token, follow these steps:

1. If "PIN" is displayed in the upper right-hand corner, the user must click  Clear to clear the PIN

2. Initiate a login session

3. When prompted to "Enter PASSCODE", enter the PASSCODE and press "Enter"

4. When the system prompts for a new PIN, press Enter for a system-generated PIN or enter your own PIN. Then press Enter.

5. When prompted, re-enter the new PIN and press Enter. A new prompt for the PASSCODE appears.

6. Wait for the tokencode/PIN to change

7. Enter the PIN into the token interface by clicking on the numbers in the interface

8. Enter the PASSCODE at the "Enter PASSCODE" prompt
Legacy Article ID4.0.1713229.2532292

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