000031655 - Genuine users getting denied from logging in by RSA Adaptive Authentication (Hosted)

Document created by RSA Customer Support Employee on Apr 17, 2017
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Article Number000031655
Applies ToRSA Product Set: Adaptive Authentication (Hosted)
IssueSome users are not allowed to login and are simply declined without a chance to even answer challenge questions.
ResolutionLooking at the the customer transactions in the case management function in the back office, we see that these particular users had a very high risk score, above 950 that caused the decline.
This decline was triggered by a rule written by the customer to decline automatically with no challenge questions offered.
If a genuine user is declined or even challenged, it is strongly suggested that the the cases generated in the case management function on the back office be reviewed and marked "genuine confirmed." This should help in reducing risk scored on subsequent ;logins so that the user is allowed to login by answering challenge question or even low enough to allow logging in unheeded.