RSA My Page registration issues

[alexfray]

We have recently enabled the RSA My Page portal to allow users to register and/or de-register their RSA app. We have now disabled the ability for this to be done directly in the RSA app using their username and password.

90% of the time registration and de-registration is working correctly however we have started to see issues for some Android users. When the user logs on to the My Page portal they get an error "Unable to provide registration information. Contact administrator". This seems to be if an Android user already has a device registered. If an administrator checks their user account in the Cloud Admin console then the registered device appears as "undefined". The administrator can delete the associated device and the user is then able to register via the My Page portal correctly.

In addition following the process above some users then have the RSA app crash on the Android device when they press "view tokencode". Correlation is users who have recently upgrade to Android 9 on various handsets. No reported iOS user issues. I am keen to know if this is a known issue? cause and solution?

thanks

Alex

[_EricaChalfin]

alex fray‌,

I've moved your question to the RSA SecurID Access" data-type="space space where it will be seen by the product's support engineers, other customers and partners.  Please bookmark this page and use it when you have product-specific questions.

Alternatively, from the RSA Customer Support" data-type="space‌ page, click on Ask A Question on the blue navigation bar and choose Ask A Product Related Question.  From there, scroll to RSA SecurID Access" data-type="space and click Ask A Question.  That way your question will appear in the correct space.

Regards,

Erica

[NathanFurze · Accepted solution]

Alex, 

    Can you open a ticket with RSA Customer Support and we can take a look at this issue? 

Nathan

[alexfray]

Hi Nathan,

I've just raised a ticket. Case ID - 01322318

Cheers

Alex

[alexfray]

This issue has now been resolved. This impacted Samsung S9 smartphones that had been updated to Android 9. No other Android smartphones were impacted. Android 9 for Samsung was released last week for S9 versions.

The RSA app leverages an API that is no longer supported by Samsung on devices running Android P - Android Fingerprint API instead of Pass SDK.  

RSA released an update to the Android RSA App (2.2.1) which resolved this issue. So users just need to update the app on impacted smartphones. This was root caused and released in the Google Playstore in under 3 days which I think is pretty impressive.

[_EricaChalfin]

alex fray‌,

Thank you for the followup.  I am sure that will help others as well.

Regards,

Erica