RSA Card Reset Utility unable to unlock/reset SmartCard PIN
Originally Published: 2017-02-16
Article Number
Applies To
RSA Product/Service Type: RSA Card Reset Utility
RSA Version/Condition: 1.9.3
Issue
The token serial number XXXXXXXXXXX was not found in the specified file.
The file in use is <batchnumber>PUK_KEYSET.XML.
The file in use is <batchnumber>PUK_KEYSET.XML.
You can verify the issue by viewing the PUK_KEYSET.XML in a text editor. Look at the SmarChipSN value for a trailing space between the last number and the closing quote, as shown, If there is a trailing space, this file is affected.
<?xml version='1.0' encoding='UTF-8'?> <scms:TokenDescription xmlns:scms="http://www.rsasecurity.com/schema/2003/07/Passage/scms.xsd" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" Name="SID800" ATR="3B5F9502802215E15A00230021033121030000 " FormatVersion="1.0"> <Token SerialNumber="000403874443" SmartChipSN="3534103077042250 "> <KeySetVersion>1</KeySetVersion><SecurityDomainAID>A000000003000000</SecurityDomainAID> <AuthenticationKey>ab1e43a24ad13139680557573532b377</AuthenticationKey> <MACKey>15eadd75391975c58700f2396df9a4ba</MACKey> <KeyEncryptionKey>10c24df4a659e529f4c210de5e65e823</KeyEncryptionKey> <DefaultPUK>ac75300d0661d6e9</DefaultPUK></Token> <Token SerialNumber="000403874444" SmartChipSN="3534103077042450 "> <KeySetVersion>
Cause
Your originally delivered token <Batch Number>_PUK_KEYSET.XML will work as normal and can be deployed. However, if an administrator attempts to use the Card Reset Utility that references the <Batch Number>_PUK_KEYSET.XML, it will fail to successfully reset the PIN. This utility is used if a user forgets their Smart Card PIN or if a token gets reassigned to another user. The Card Reset Utility invoked by the token administrator using the original <Batch Number>_PUK_KEYSET.XML will result in a failure. Using the new <Batch Number>_PUK_KEYSET.XML on this new CD will remediate this issue. There is no need to re-import either the PUK or the token seed record file into Authentication Manager.
Further details regarding the Card Reset Utility can be found in the Card Reset Utility 1.9.3.49 User Guide.
Do not reimport the new token seed file into Authentication Manager
RSA regrets any inconvenience this may cause. We will be available to assist with any questions or support you may need to help with this situation. Please contact technical support or call (800) 995 5095, and select option 3 for technical support.
Resolution
Workaround
<?xml version='1.0' encoding='UTF-8'?><scms:TokenDescription xmlns:scms="http://www.rsasecurity.com/schema/2003/07/Passage/scms.xsd" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" Name="SID800" ATR="3B5F9502802215E15A00230021033121030000 " FormatVersion="1.0"><Token SerialNumber="000403874443" SmartChipSN="3534103077042250 "><KeySetVersion>1</KeySetVersion><SecurityDomainAID>A000000003000000</SecurityDomainAID><AuthenticationKey>ab1e43a24ad13139680557573532b377</AuthenticationKey><MACKey>15eadd75391975c58700f2396df9a4ba</MACKey><KeyEncryptionKey>10c24df4a659e529f4c210de5e65e823</KeyEncryptionKey><DefaultPUK>ac75300d0661d6e9</DefaultPUK></Token><Token SerialNumber="000403874444" SmartChipSN="3534103077042450 "><KeySetVersion>
Related Articles
Windows Agentless ReadEventLog Error 1500 Number of Views sirrus.runtime.TokenException: Token decryption failed Number of Views Reset the token PIN in the RSA Authentication Manager 8.x Self-Service Console when the existing PIN is forgotten Number of Views Access Manager CERTIFICATE authentication fails to re-authenticate after token decryption failed message Number of Views Corrections to RSA SecurID Token Record Decryption Guide Number of Views
Trending Articles
Downloading RSA Authentication Manager license files or RSA Software token seed records RSA MFA Agent 2.3.6 for Microsoft Windows Installation and Administration Guide Quick Setup Guide - Passwordless Authentication in Windows MFA Agent for Active Directory Mandatory Certificate Upgrade Required by 6th October 2025 for RSA MFA Agent for PAM, RSA MFA Agent for Apache, and Third … RSA Authentication Manager 8.9 Release Notes (January 2026)
Don't see what you're looking for?
