I have a user that needs to have the offline data cleared from the agent. A request to refresh the offline days should happen automatically but the logs are not showing any offline authentication data download request until I manually clear the offline data. This is the only user out of all of our users that this is happening to. The only difference with this user is that they have a different model laptop then everyone else. Any troubleshooting direction would be greatly appreciated .
We have 7.4 installed.
It is rare but the hardware just might be interfering with the DAservice somehow.
If it is unique to that different model laptop...then open a new support case and provide:
a) rsa control center, advanced, tracing to verbose, and set all options
this writes extremely detailed log files
b) write down your actions and time, and recreate the scenario and problem
(your notes will help focus at the appropriate location in the logs )
c) capture windows settings/system/about (or winver on command line)
d) windows [system information], export the list
zip all this up and attach to the support case, or send to the support engineer who owns the case
this will let us dig right in and start working on it
Hi Nicholas,
What is the current version of the RSA Authentication Agent that is installed on the users laptop?
The user can check this by opening the RSA Control Center (Click Start > Programs (or All Programs) > RSA > RSA Control Center > Click Help > About RSA Authentication Agent).
Regards
Ivan