000036697 - "Tokencode is incorrect" while attempting to resynchronize an RSA SecurID software token on RSA Authentication Manager 8.x

Document created by RSA Customer Support Employee on Sep 7, 2018Last modified by RSA Customer Support Employee on Mar 9, 2019
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Article Number000036697
Applies ToRSA Product Set: SecurID
RSA Product/Service Type: SecurID Software Token
RSA Version/Condition: All 
IssueWhen attempting to resynchronize a software token on RSA Authentication Manager 8.x, the following message is seen:

Tokencode is incorrect. There was a problem processing your request.

Your token cannot be resynchronized. Please contact your administrator.



CauseWhen a software token is distributed in PIN-Pad style; by design, it prompts for a PIN when the software token app is launched. This will then proceed to display a 6- or 8-digit code. Since the PIN is already embedded in the string, the resultant combination is a passcode, not tokencode. Hence, an attempt to resynchronize the token with passcode will fail with this error.
  1. Launch the RSA Software Token app on your device.
  2. When the app prompts for a PIN, do not enter anything. Skip this step by hitting the arrow key, as shown below:

User-added image

  1. This will generate a tokencode, as opposed to a passcode.
  2. Use this tokencode to resynchronize the token.