000017668 - Software token for Android is grayed out and will not open or import a 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 Number000017668
Applies ToSoftware Token for Android
IssueSoftware token for Android is grayed out and will not open or import a token.
CauseWifi is not on, possibly from Airplane mode, so the software is not able to read network information from the device.
A third-party email or security application (such as NitroDesk TouchDown ) is preventing proper import of the token.
ResolutionDisable Airplane mode (if enabled). Turn on Wifi (the the device does not need to connect to a Wi-fi network if 3G/4G but Wifi still needs to be enabled).  
Use the native Android email application, instead of a third-party email application.
If a third-party security application is affecting the native email application, and preventing it from using URLs or blocking attachments, temporarily change the settings of the security application.
Exclude the Software Token application from the security application.
Legacy Article IDa66927

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