|Applies To||RSA Product Set: Adaptive Authentication (Hosted)|
RSA Product/Service Type: Adaptive Authentication (Hosted)
|Issue|| A customer states that over the past week, every client we sign onto portal for the first time is having the RSA questions asked immediately after they answer them during the same sign on sequence, this is what is happening:|
|Cause||"This could be an implementation issue, which can happen when authentication data is owned by the customer."|
You may need to ask for another set of user ids if the behavior described does not match what is seen in the logs.
|Resolution||1. Ask for sample users and look over the logs. |
2. If there are any patterns of collections, CS activities, challenges, etc. note this.
Analysis of the two users.. You described this behavior
Also some customer maintains their own authentication data like with OTP collection data...
There can be customer controlled applications that are implemented from the OLB website like 'password reset' or Forgot user name that does not anything to do directly with RSA.
|Workaround||Workaround may be for the customer to reset the user authentication data (this cannot be done for KBA, just unblock).|
|Notes||The customer closed the case before better samples were provided..|