Iphone XS Max

[ReggieFisher]

Hello, I have a user who has an iPhone XS Max. We successfully downloaded the RSA app for iPhone (version 2.4.7)… The token imported successfully, but when we try to authenticate using a token code, it fails. Even testing the pin through the self service console is unsuccessful. We have reset the pin several times, and made sure his RSA account is not disabled. I set a fixed passcode for him to use temporarily. Does anyone know of any issues with this particular phone model... or have any ideas what else I could check?  Thanks.

[RandyBelbin · Accepted solution]

Hi Reggie,

We are not aware of any issues with this particular phone model. At this point it's best to open up a case with our customer support team so they can assist you in investigating this particular user. One thing you can double check is the time. In the token app for iOS, tap on the "i" in the bottom right corner. You will see the current time in GMT displayed. Make sure this is showing the correct GMT time. If the time is wrong, you will need to double check the time zone setting of the phone. If the phone's time is not correct, you will experience issues authenticating.

You can contact support by emailing support@rsa.com or calling 1 (800) 995-5095. You can also open a case in our portal by clicking the "Open A Case" link found on this page. RSA Customer Support

[_EricaChalfin]

Reggie Fisher‌,

For software tokens, the PIN cannot begin with a leading zero.  A PIN such as 012345 would throw an error but 123450 is acceptable.  Hardware token PINs can start with a leading zero.  

If that doesn't help, definitely take Randy Belbin‌'s advice and open a case with us.

Regards,

Erica

[ReggieFisher]

It was his time zone setting. The GMT time on the app was an hour off. He had manually set the time in the iPhone settings to a different time zone. After setting it to "Set Automatically", he was able to authenticate using the token. Thank you Randy and Erica... I appreciate your quick responses!