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RSA Application Data is Inaccessible

Question asked by Thomas Paukovitz on Oct 1, 2018
Latest reply on Nov 2, 2018 by Marcy Gaynes

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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

Jim Ward

Oct 4, 2018 4:22 PM

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A less intrusive method to deal with the issue when it is encountered is to:

Step 1: Turn off the Automatic Restore switch. Android settings-> System-> Backup and restore -> App data and turn off Automatic restore switch.
Step 2: Uninstall App
Step 3: Reinstall App

Step 4: Re-enable the Automatic Restore switch.

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25 Replies

Edward Davis Oct 1, 2018 3:10 PM
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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.
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- Thomas Paukovitz @ Edward Davis on Oct 1, 2018 5:19 PM
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  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.
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  - Edward Davis @ Thomas Paukovitz on Oct 2, 2018 8:07 AM
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    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.
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Dave Schab Oct 2, 2018 3:45 PM
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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.
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- Erica Chalfin @ Dave Schab on Oct 2, 2018 4:06 PM
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  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 Support and open a support case.
  
  Regards,
  Erica
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  - Dave Schab @ Erica Chalfin on Oct 2, 2018 4:44 PM
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    Will do, thanks
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Sheila Reddick Oct 2, 2018 5:01 PM
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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.
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- Erica Chalfin @ Sheila Reddick on Oct 2, 2018 8:54 PM
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  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
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  - Andre Pietersen @ Erica Chalfin on Oct 4, 2018 3:52 AM
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    i have got the same issue.
    do you want me to open a support case as well?
    
    Regards
    André
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Thomas Paukovitz Oct 3, 2018 9:45 AM
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When I try to submit a support case, it continues to take me to this page:
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- Erica Chalfin @ Thomas Paukovitz on Oct 3, 2018 2:58 PM
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  Thomas Paukovitz,
  
  Please take a look at 000035717 - A single sign-on error is displayed when accessing the Case Management portal on RSA Link. Re-registering as a partner or customer should resolve your issue.
  
  Regards,
  Erica
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Edward Davis Oct 18, 2018 4:49 PM
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Hello,

RSA engineering is investigating.

If you have this issue,
please open a support case and specifically reference this along with problem description: SWTANDR-591

However, see more comments below, it may not be an issue with the RSA app and Android version specifically...
one user did an action (backup and restore the app) which can be predicted to cause the issue due
to data protection schemes of the token database, and moving that token database between devices.
This required a factory reset, then reinstall the app, and all is well now.

EDIT: Jim Ward answer on this page is the correct one.
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- Erica Chalfin @ Edward Davis on Oct 4, 2018 8:47 AM
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  Thank you, Edward Davis, for letting everyone know that this is being investigated.
  
  Regards,
  Erica
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- Andre Pietersen @ Edward Davis on Oct 4, 2018 8:55 AM
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  Edward Davis, support case is opened with a reference to SWTANDR-591,
  If needed i can provide you with the case number
  
  Regards
  André
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  - Edward Davis @ Andre Pietersen on Oct 18, 2018 4:49 PM
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    Jim Ward answer on this page is the correct one.
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Edward Davis Oct 4, 2018 1:22 PM
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Update: In at least one circumstance with this issue, it was resolved.

issue is fixed, by factory resetting the phone then installing the app again.
The issue was: used Samsung smartswitch to copy apps from the Samsung S8 to the newer phone, Which copied the app with the token to the phone and caused this error. after factory reset, he installed the app again and it worked fine now
1 person found this helpful
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Jim Ward Oct 4, 2018 4:22 PM
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A less intrusive method to deal with the issue when it is encountered is to:

Step 1: Turn off the Automatic Restore switch. Android settings-> System-> Backup and restore -> App data and turn off Automatic restore switch.
Step 2: Uninstall App
Step 3: Reinstall App
Step 4: Re-enable the Automatic Restore switch.
3 people found this helpful
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- Daniel Bressan @ Jim Ward on Oct 18, 2018 4:15 PM
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  We should get this marked as the right answer, worked great, thanks!
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- Melanie Evans @ Jim Ward on Oct 22, 2018 10:29 AM
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  I am encountering the same error as the original post. I upgraded my phone to a Google Pixel 3XL over the weekend, and cannot locate the Automatic Restore switch. I have disabled Google Backup, as well as Smart Storage. I have unstalled and reinstalled the app. I have adjusted the app permissions in every possible combination. None of these have fixed the issue. Can you please assist?
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  - Melanie Evans @ Melanie Evans on Oct 22, 2018 11:21 AM
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    I seem to have resolved my issue by uninstalling the app, restarting the phone in safe mode, reinstalling the app in safe mode, and restarting the phone in "normal" mode. Once I relaunched the app after restarting and reinstalling in safe mode, the error was no longer encountered.
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  - Erica Chalfin @ Melanie Evans on Oct 22, 2018 11:23 AM
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    Melanie Evans,
    
    To access Automatic Restore,
    From a Home screen, touch and swipe up to display all apps.
    Navigate to Settings> System > Advanced > Backup > App data.
    Tap the Automatic restore switch to turn the switch to on or off.
    If that does not work to correct the issue, I'd recommend that youcontact RSA Customer Support and open a case so you can work with a technical support engineer.
    
    Regards,
    Erica
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Thomas Paukovitz Oct 4, 2018 5:50 PM
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Jim and Edward,
THANK YOU!!! That fixed it for me. wow, that was a lot. And definitely glad I don't have to reset to factory settings. Appreciate all of your work.
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Sheila Reddick Oct 5, 2018 10:12 AM
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Thank to All, the above fix worked!
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Mark Duggan Oct 25, 2018 5:52 PM
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Had a similar issue on a Pixel 3.

This also worked for me

Settings -> Apps & notifications -> Token App -> Storage -> Clear Storage and Clear Cache.
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- Marcy Gaynes @ Mark Duggan on Nov 2, 2018 4:24 PM
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  Mark - This worked for me. Thanks!!
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