000036725 - Software_Token_Not_Available_In_System error while requesting token from RSA Authentication Manager Self-Service Console

Document created by RSA Customer Support Employee on Sep 17, 2018
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Article Number000036725
Applies ToRSA Product Set: SecurID
RSA Product/Service Type: Authentication Manager
RSA Version/Condition: 8.1.0, 8.1.1, 8.2.0
IssueIf a user logs into the Authentication Manager Self-Service Console and tries to request a token the following error displays
User-added image

Software token of the requested type is not available in your security domain scope
CauseThe workflow policy for provisioning is set to 0 approval.  The Authentication Manager server tries assigning a token to the user automatically upon user's request from Self-Service Console and runs into the error for the following reasons:
  1. There are no unassigned tokens available within the Authentication Manager database, and/or
  2. Tokens in the deployment have less than 90 days before expiration. 
WorkaroundRun the All Users report (Reporting > Reports > Add New > All Users) to identify users who have not used tokens to authenticate from a specific period of time (for example, in x number of days). If the identified users no longer require tokens for authentication, the tokens can be unassigned from the users, allowing these tokens to be assigned to new users.
User-added image


If there are no tokens in the deployment that can be unassigned and provided to new users, please contact your RSA account manager or reseller to purchase additional tokens.

Note that the purchase of additional tokens may require that new users be added to your Authentication Manager license.  Be sure to inquire about that to your account manager or reseller.