000036567 - How to re-register RSA SecurID Access mobile devices after global LDAP email address change

Document created by RSA Customer Support Employee on Jul 28, 2018
Version 1Show Document
  • View in full screen mode

Article Content

Article Number000036567
Applies ToRSA Product Set:  SecurID Access
IssueModifying user email addresses in Active Directory/LDAP identity source (for example globally changing the email domain) causes issues with already registered user devices.
Attempting to re-register devices with the new email address format fails as the users' devices are already registered in the cloud service.
ResolutionTo avoid administratively un-registering user devices perform the following steps to allow users to re-register their device with a new email address:
  1. Change user email address in AD/LDAP
  2. Re-synchronize any affected identity source
  3. Change your Company ID to a new value
  4. Instruct users to re-enroll devices using new email and Company ID