000036251 - Error message is received after clicking on the link in the RSA Link Contact Registration Confirmation email

Document created by RSA Customer Support Employee on Apr 12, 2018
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Article Number000036251
Applies ToThis article applies to RSA Customers or Partners who were added to an account by a colleague via the My Team tab in the RSA Link Case Management portal.

(For more information about this process, refer to the article entitled How do I add my colleagues to our account in RSA Link?)
IssueAfter being added by a colleague to the company's account in the RSA Link Case Management portal, the user receives a registration confirmation email directing them to follow a hyperlink to complete the process.

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However, navigating to this hyperlink displays an error page with the following error message:

An error has occurred while processing your request. Please contact RSA Customer Support.

Regards,
RSA Customer Support

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CauseThis issue occurs because the user visited the hyperlink before the system had fully processed the new contact addition performed by the colleague.
ResolutionA permanent fix for this issue is in progress and will be deployed once finished.
WorkaroundNavigating to the hyperlink for a second time will complete the registration confirmation process successfully.
The page that displays will be blank, as shown below, but this is expected behavior.

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If you attempt to visit the hyperlink for a third time then you will see a confirmation page as shown below. (It is not necessary to see this page.)

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Shortly after visiting the hyperlink for the second time, the user will receive a welcome email similar to the example below.

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Navigating to the link in the welcome email will allow the user to set up one or more risk-based authentication methods for their account, at least one of which is required to activate an RSA Link account.

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After setting up one or both methods, another blank page will display.  Similar to the previous occurrence, this is expected behavior for this workaround.

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The user will then receive a final welcome email that contains a temporary password for the new RSA Link account, which can be used to log in to RSA Link.

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Upon logging in with their temporary password the user will be prompted to update it with their own secure password, after which they will be successfully logged in to RSA Link.

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If you continue to experience issues with this process even after following the instructions above, please contact RSA Customer Support for further assistance.

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