Article Number
000037146
Applies To
RSA Product Set: SecurID Access
RSA Product/Service Type: Authenticate App
Issue
If an Authenticate App user enters too many incorrect PINs (for example, forced to choose Reset PIN) or chooses Forgot PIN they see the following message:
PIN cannot be reset, Contact your administrator
This can occur if the user is not protecting access to
their device with a PIN or biometrics.
Resolution
After configuring device protection (PIN or biometrics), the affected user must delete the company from the Authenticate App My Account page and then re-register their device.
Notes
Users can be required to provide additional authentication (for example, a PIN) before viewing their RSA SecurID Authenticate Tokencode in the Administration Console
Company Settings >
Configure Session and Authentication Method Settings.
