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  • Re: Can't open a support case
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ImreBone1
ImreBone1 New Contributor
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‎2020-06-01 03:52 AM
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Can't open a support case

I get the message "You don't have access. Please contact RSA Administrator" after pressing submit.

Seems like others have had this same issue: https://community.rsa.com/message/917608 

Also, it would be better if the portal notified users they can't submit cases before they would type in a full technical issue description and not after that.

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_EricaChalfin
Employee (Retired) _EricaChalfin Employee (Retired)
Employee (Retired)
‎2020-06-01 09:09 AM
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Imre Bone‌,

 

I am sorry to hear that you are having an issue with opening a support case online.  

 

It looks like your risk-based authentication methods (i.e. security questions and/or On-Demand Authentication) have not yet been configured.  To do this, you must visit the Self-Service Console and configure one or both of the methods.  You should then be able to access Case Management.

 

Regards,

Erica

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_EricaChalfin
Employee (Retired) _EricaChalfin Employee (Retired)
Employee (Retired)
‎2020-06-02 09:27 AM
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Imre Bone,

 

Please let me know if you are still having an issue.

 

Regards,

Erica

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ImreBone2
ImreBone2 Contributor
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‎2020-06-03 07:45 AM
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I've added both risk based authentication methods to my account.

I get the below error when trying to access https://rsaportal.force.com/customer/apex/CP_Select_Case?sfdc.tabName=01r70000000Q8sD 

RSA_sso_error.png

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_EricaChalfin
Employee (Retired) _EricaChalfin Employee (Retired)
Employee (Retired)
In response to ImreBone2
‎2020-06-03 09:18 AM
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Imre Bone,

 

Thank you for the additional information.  The error you are seeing is because of a discrepancy in your account in our backend systems.  I opened a ticket with out intenral IT department to address it.  Our tracking number is RSALINK-10371.

 

I will let you know as soon as the issue is resolved.

 

Regards,

Erica

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_EricaChalfin
Employee (Retired) _EricaChalfin Employee (Retired)
Employee (Retired)
In response to _EricaChalfin
‎2020-06-08 05:51 PM
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Imre Bone‌,

 

Please try loggin in again and try to open a support case.

 

Regards,

Erica

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ImreBone2
ImreBone2 Contributor
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In response to _EricaChalfin
‎2020-06-09 04:34 AM
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I still get the same Single Sign-On Error.

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_EricaChalfin
Employee (Retired) _EricaChalfin Employee (Retired)
Employee (Retired)
In response to ImreBone2
‎2020-06-09 09:40 AM
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Imre,

 

My apologies that you are still having an issue.  I am working with IT to address it in RSALINK-10371. Please give me a few hours to get more information.  In the mean time you can always open a case by contacting RSA Support.

 

Regards,

Erica

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_EricaChalfin
Employee (Retired) _EricaChalfin Employee (Retired)
Employee (Retired)
‎2020-06-11 09:32 AM
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Imre Bone‌,

 

Thank you for taking the time yesterday to resolve your issue.

 

Regards,

Erica

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ImreBone2
ImreBone2 Contributor
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In response to _EricaChalfin
‎2020-06-11 09:35 AM
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Just to confirm: my issue was solved after re-registering my account at the RSA Registration Portal .

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