000034858 - The user is unable to login to RSA Identity Governance and Lifecycle if the password contains special characters

Document created by RSA Customer Support Employee on Mar 1, 2017Last modified by RSA Customer Support Employee on Apr 22, 2017
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Article Number000034858
Applies ToRSA Product Set: RSA Identity Governance and Lifecycle (RSA G&L)
RSA Version/Condition: 6.9.1
IssueAn issue has been found that a user is unable to log into RSA Identity Governance and Lifecycle if the user password contains any special characters that contain accents, umlauts, etc. See the screenshots below:
User-added image

 Also failed to test the user login in the Authentication Source under Admin > System > Authentication tab.
User-added image

However, the user has no problem using the same password to log on their Remote Desktop Web Access, as in the screenshot below:
User-added image
CauseThis issue occurs when using various extended ASCII codes (from 192 – 255) that the product cannot recognize.  These characters include, but are not limited to:
                 á, à, â, ä, Ä, ç, é, è, ê, ë, í, î, ï, ñ, Ň, ó, ô, ö, Ö, ú, ù, û, ü, Ü, ß
This issue was discovered by a customer using Spanish language characters, but impacts any password using extended ASCII characters.  See Special ASCII Characters and their HTML Entities for a list of extended ASCII codes.
ResolutionThis issue has been reported in engineering ticket ACM-69706.  If you would like to track the latest status of this bug fix, please contact RSA Technical Support. 
WorkaroundThe workaround is that the user needs to reset the password without using any special characters in order to be able to log on RSA Identity Governance and Lifecycle successfully.