I have created folder in attached file but I forget to download the password.
May I ask if I can get the password for this file?
Sorry for any inconvenience caused.
Thanks & Regards,
file pasted and removed, was decrypt-codes[xxx-xxx-xxx].zip. Part of the process of installing new token seeds records.
The CDROM shipped with tokens, needs to be inserted into a connected drive, and the decrypt utility on the CDROM run, and then input this zip file to the program. If successful, the output would be two files, the token seed XML and a text file with the batch import password, both used in the Security Console to install new tokens.
For any issue like this where the token decrypt process is not working, and you cannot 'try it again' as the web site may not allow a retry....you need to open a support case for 'license seed response' and that team can take care of it.
I've moved your question to the RSA SecurID Access 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 Support 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 and click Ask A Question. That way your question will appear in the correct space.
Thanks, Edward Davis for that information.
Rosa Poon, your token seed files should have come with detailed steps on how to decrypt and load them. If you no longer have that information, please also take a look at RSA SecurID Token Record Overview.
May I know how to create a case of ‘licence seed response’?
Can you send me a link or contact point so that I can do the process as you mention?
I would like to get the password asap so that I can distribute the tokens to my users.
The information you need can be found on the how to create a case via the Case Management portal page. Step 3 shows an image of the various case types that can be opened. You will want to select the License, Token Media or Download Issues option. Then simply fill out the required fields and submit the request. Your inquiry will be sent to the appropriate team who will contact you.
Sorry that I always get this message and cannot create the case as you mention:
As I have waited for solution for a whole week, I don’t understand why it’s such difficult to get the password for xml file that I purchase.
Please let me know how I should do for my step. Please also aware that we have time different and we always get at least 12hours for handle this case.
Please arrange and ask RSA Hong Kong/Asia to contact me tomorrow. thanks.
Hi Rosa, sorry to hear you're having trouble with raising a support case as well as getting the password. Unfortunately, RSA is unable to help you to get the password for the file without a support case. That is because the password is sensitive information. I just did a quick check and Support do not have contact or company details for you from any previous support case.
However, there are two options for you to easily open a support case without using the Case Management Portal. You can:
to open a case. Click on the links in the bullet points above, which will take you to the RSA Link website pages for instructions for each option. No login is required, so you should be able to access those links directly. Just in case you can't get to those pages for some reason: the 24x7 Hong Kong phone number for RSA Support is 001 800 7221-7221 (that is a free International call).
RSA Support have a team working in Asia-Pacific-Japan business hours who can help you during Hong Kong business hours, which means there should be no long wait. Be sure to mention when you call or email that you've been trying to raise a support case for a while now without success, and explain the business urgency you are facing at the moment.
We suggest you open two support cases: one for the password problem, the other for the problem you are having accessing the Case Management Portal. It is important to get the Portal problem fixed too, to make contacting Support easier for you should you need assistance for any future issue.
I created two cases already as you mention.
Support Case Number 01285578
Support Case Number 01285579
I just need a password of xml file and distribute all tokens today.
Glad to hear you were able to raise those cases. I see a support engineer has picked up both of your cases now, so if she hasn't contacted you already, you will definitely be hearing from us shortly.
I have put the cd into the disk.
Please write an email and tell the next step.
I have followed the step regarding to the cd that it mention and generate 2 new xml file and 2 new password files.
I will send those file to headquarter to assign the new tokens.
If there is any question, I will contact you all as well. Thanks again for your help.
I have removed the zip file you attached to this post, as that data is sensitive and should never be shared on a public facing website.
Retrieving data ...