000034828 - Members of an FI cannot access the RSA Customer Support Portal or the RSA classic reports page in Adaptive Authentication for eCommerce/3DSecure

Document created by RSA Customer Support Employee on Mar 30, 2017Last modified by RSA Customer Support Employee on Apr 21, 2017
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Article Number000034828
Applies ToRSA Product Set: Adaptive Authentication for eCommerce/3DSecure
RSA Product/Service Type: Adaptive Authentication for eCommerce/3DSecure
IssueAn FI Customer service user is seeing an error like the following when trying to access the RSA Customer Service portal or classic reports portal:
User-added image
ResolutionThe reason for this is this FI is set to IP restricted. To resolve this, simply submit an FI_Load sheet in update mode with the IP addresses that you need access for in the CS IP restriction column (for Customer Support portal access) and/or the Reports IP restrictions column (for classic reports access.)