RSA Application Data is Inaccessible

[ThomasPaukovitz]

I have a new Samsung Galaxy S9+ and went to download the RSA Token application, yet every time I open it, it throws this error: "RSA application data is inaccessible. Please enable 3G/4G or Wi-Fi network. Contact your administrator." I have uninstalled and reinstalled the application, turned it on Airplane mode and turned it off, rebooted, turned on Wi-Fi, turned off Wi-Fi, and none of them has resolved the issue. I try and just open up my distributed token, but it prompts for a password and never authenticates. 

Phone Information:

Android Version: 8.0.0

Phone Service Provider- T-Mobile

Samsung Galaxy S9+

RSA Token Application Version: 2.5.0

[EdwardDavis]

This error message itself is a misleading one, and fairly rare. Likely has zero to do with network connectivity.

This error 

"RSA application data is inaccessible. Please enable 3G/4G or Wi-Fi network. Contact your administrator."

Might be better message if it said this instead

 "RSA application data is inaccessible. Please reboot the device. If the problem persists, please contact your administrator." 

It can be that the token database on the device (securidDB) is corrupted. You may need to 'clear App Data' and re-install a new copy of the token, or full removal of the app and a new copy of the token distributed from the AM server to remedy. The token database is encrypted to that specific device which imports the token, and actions such as trying to copy the database file between systems or another device can 'brick' it.

Some things to try....

Do you run Project Fi ? try disabling Project Fi and... any change ?

Try to disable camera permissions.

[ThomasPaukovitz]

Edward,

   I really appreciate the help. Unfortunately rebooting doesn't not resolve the issue, neither does adding or removing permissions (Camera) or clearing the App Data. 

I do not use Project Fi, I only use T-Mobile for coverage and just local wi-fi, but disabling the wifi also doesn't help.

[EdwardDavis]

OK, then a full removal, reinstall, and a newly distributed copy of the token would be next. If still problematic after that, please get a support case opened so we can dig into the issue.

[DaveSchab]

I had the same problem today with one of our users on their new android phone.  When you start the app its just comes up with the error and wont let you do anything. We restarted the app and phone and uninstalled and reinstalled the app. Also I went through the security settings and disabled all I can find.   

[EricaChalfin]

Dave Schab‌,

As Edward Davis‌ suggested, if you have uninstalled and reinstalled the app then redistributed the token but still have the issue, please contact RSA Customer Support" data-type="space‌ and open a support case.

Regards,

Erica

[DaveSchab]

Will do, thanks 

[SheilaReddick]

I got a new phone and I am having the same issue:  RSA application data is inaccessible.  Please enable 3G/4G or Wi-Fi network.  Contact your administrator. 

[EricaChalfin]

Sheila Reddick‌,

If oyu followed Edward Davis‌'s suggestion and uninstalled and reinstalled the app then redistributed the token but still have the issue, please contact RSA Customer Support and open a support case.

Regards,

Erica

[ThomasPaukovitz]

When I try to submit a support case, it continues to take me to this page: