AnsweredAssumed Answered

RSA My Page registration issues

Question asked by alex fray on Feb 1, 2019
Latest reply on Feb 6, 2019 by Erica Chalfin

We have recently enabled the RSA My Page portal to allow users to register and/or de-register their RSA app. We have now disabled the ability for this to be done directly in the RSA app using their username and password.


90% of the time registration and de-registration is working correctly however we have started to see issues for some Android users. When the user logs on to the My Page portal they get an error "Unable to provide registration information. Contact administrator". This seems to be if an Android user already has a device registered. If an administrator checks their user account in the Cloud Admin console then the registered device appears as "undefined". The administrator can delete the associated device and the user is then able to register via the My Page portal correctly.


In addition following the process above some users then have the RSA app crash on the Android device when they press "view tokencode". Correlation is users who have recently upgrade to Android 9 on various handsets. No reported iOS user issues. I am keen to know if this is a known issue? cause and solution?