There is a known issue with our organization in regards to remote access with our systems (user laptops) running Windows 10 and encountering an accelerated Offline Days countdown if the users have their VPN connection Timeout vice the user manually disconnecting from the VPN. This is only an issue with Windows 10 systems from what I understand. Is this a known issue to RSA or is there a known fix? (Other than remembering to always disconnect the VPN manually.)
If the issue is reproducible, you could enable verbose logging in the RSA Control Center on the Windows 10 agent, then look at the logs.
In general, Offline days are specific to a single user/token, and controlled by Policy. If policy changed to not include offline days for that user/token, as soon as the user logged in online and read that policy, the offline days would all be deleted.
Also, offline day files have the date as part of their name, but will tend to stick around for up to three days after that date, e.g. 20180716.daydata might not get deleted until today, July 19th, 2018. Complicating this concept is the time, on the PC and on the AM server, and the concept of time offset. There have been some bug fixes not only for offline days, but for 'bad' or very large time offsets,
AAWIN-2441 - Proof of Authentication invalidated by bad clock offset
Which is why you want the latest version of the agent, 7.3.3[123], which for some reason is not on the RSA Link, but that's out of my control. I can't paste the SFTP link here, so open a case with Support, and cc your sales contact to mention that QE needs to get newer builds to the Link team more quickly. The Windows agent on this site is over 1 year old. See readme for all the bug fixes that are not in the officially available build
Thank you for the responses. I am only a user of the laptop, so I will have limited ability to make any updates, but will push this issue with our Service Team to see if they will follow the suggested actions in the responses. VPN Client is Pulse Secure.
So far I have been very lucky not to have this issue pop up again, as I have remembered to log off of my VPN Client each day (knock on wood)...but should I forget my laptop has the potential to become paperweight that I will not be able to access unless I can get to our corporate backbone to log in. Being that the only source I know is more than 100 miles away, that is not an ideal situation, so thank you very much.
Talk to your internal help desk and/or your company's RSA administrator. They can contact RSA Support on behalf of you and other users in your company that are having an issue with offline days. We can then get a case opened and work to determine what is going on and how to resolve it.
Regards,
Erica
Thank you Erica. I have a ticket in with them, but was hoping they already had a ticket in with RSA and others work the issue. There is nothing more frustrating than trying to log back into your laptop come Monday morning to find out you can't access it because the offline days that was set at 30 when you logged off on Friday had expired over the weekend. That is what led to be trying to do a bit of research on my own. So again, thanks to you and Jay responding. Maybe there will be a solution around the corner that can help me be confident that each morning when I go to log into my laptop I will actually be able to access it and not be locked out due to expired offline days.
Chris Partridge,
I checked our JIRA to see if anything similar had been reported with offline days and Windows 10 and didn't find anything. I'd recommend contacting RSA support and opening a case to troubleshoot this or get a defect opened.
Good information to know would be what RSA Authentication Agent are you running on your laptops and what make/model VPN are you using?
Regards,
Erica