For security reasons, RSA will remove user credentials (tokens) when certain application conditions are present. There are new messages related to this.

Error Message 1:

Do not click OK. If the end user has performed a backup and restore operation on their phone, they should immediately click Reset App.

If they have not done so, they should first try to force quit and reopen the app to see if the error goes away. If it recurs, they must click on Reset App and work with their helpdesk to get their credentials reprovisioned.

https://support.apple.com/guide/iphone/quit-and-reopen-an-app-iph83bfec492/ios

If a user clicks on OK rather than force quitting the application, and they continue to try to import a credential, they will receive one of the following error messages

To resolve the user must:

1. Force quit the application.
   1. https://support.apple.com/guide/iphone/quit-and-reopen-an-app-iph83bfec492/ios
2. Open the application again.
3. If the first error message continues to display, they should click on the Reset App button.

Error Message 2:

In this situation, the user is advised that we have removed the credential, and they must import a new one. This is by design.

Previous Error Messages:

The following error messages may display in 4.3.0, 4.3.1, or 4.3.2. They are not used in 4.3.3. If users report them, confirm the release they are on and upgrade to 4.3.3.

What were the root causes requiring 4.3.3 release?

• Root Cause 1: Race condition between Apple protected resource availability and RSA Authenticator App initialization.
• Root Cause 2: RSA has implemented extra security measures, relying on unique security information present on this device, which cannot be backed up.  When an iOS back-up is restored, there is a mismatch between the information part of the backup, and the unique security information on the device. Note: this may occur with users getting a new device or resetting the current device to factory settings.
• Combination of the two above.

What was done to correct the issues?

RSA Authenticator V4.3.3 for iOS includes the following:

• Better handling of the race condition mentioned above.
• Improved handling of restore from backup with the following error message when the user needs to import credentials again.
• In case of the two issues above combined, the following error message will be displayed to provide Instructions to the user about 2 possible next steps:

What about RSA Authenticator on Android?

The Android version of the RSA Authenticator application is not impacted by these issues, which are specific to iOS.  Having confirmed that the issues mentioned above do not impact the Android version of the Authenticator, RSA is now resuming the rollout of V4.3 for Android.