000021778 - RSA SecurID Web Express user requests are not issued Software Tokens

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 Number000021778
Applies ToRSA SecurID Web Express 1.2
RSA SecurID Software Token
Microsoft Windows Server 2003
IssueRSA SecurID Web Express user requests are not issued Software Tokens
Upon 'Approval' of a user request from RSA SecurID Web Express Admin 'Approver Inbox', no software tokens are issued
The available software tokens (AES) was not assigned to any user
The 'default-out.log' shows the following after approving the user request for 'testuser':

11:34:18  Bkgd Req Proc No valid tokens. The tokens found on the ACE/Server were expired or deployed.
11:34:18  Bkgd Req Proc Constructed WburException, code = AceServerUtils.3 msg = Unable to assign token to user in ACE/Server database: testuser
11:34:18  Bkgd Req Proc Unable to assign token to user: testuser to ACE/Server database: Unable to assign token to user in ACE/Server database: testuser
11:34:18  Bkgd Req Proc Constructed WburException, code = AceServerUtils.3 msg = Unable to assign token to user in ACE/Server database: testuser
11:34:18  List the API Revision
11:34:18  listApiRev received[2]: [Release: 5.2, Date: Nov  4 2003 11:28:11]
11:34:19  Bkgd Req Proc Request (525) moved to Archive database
11:34:19  Bkgd Req Proc Token Request rejected: User ID = testuser, Name = Test User, Reason = Failed to assign-deploy software Token. Check if unassigned software tokens are available on the ACE/Server
CauseThough the Software Token was not assigned to a particular user, the status shows it is issued. To verify the status, edit the specific Software Token and check the status. An example is shown below:

Lost Status: Not Lost
Software Token: Password() Copy Protected (yes) Count(1) Issued(yes)
ResolutionRevoke the unassigned Software Token. From the Database Administration window, go to 'Token' menu and select 'Revoke Software Tokens...'. Then select 'Unassigned' option as shown below:

 

When the window 'Verify RSA SecurID Software Token Revoking List' appears, click 'Next'. It will then display a confirmation window if you want to continue. Then it will display a message stating the number of revoked Software Tokens. When you edit the Software Token again, the Software Token 'Issued' status is now set to 'No' as shown below:

  

Also, see the solution regarding RSA SecurID Web Express does not detect software tokens to issue new tokens to users.
Legacy Article IDa24870

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