RSA Security 6.1 Manual de usuario descargar pdf (Pagina 81)

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RSA SecurID Software Token 4.1 Administrator’s Guide

5: Troubleshooting 81

5 Troubleshooting

The following tables describes possible issues that might occur with RSA SecurID

Software Token (the SecurID desktop application), their possible causes, and

corresponding solutions.

Platform-Independent Issues

Issue Description

Token import failed. The cause is likely to be one of the following. In most cases the user receives

an error message indicating the reason for the failure and the action to take.

Failure when importing a token from a file

• The user specified the wrong file path and clicked OK, or did not specify a

file path and clicked OK.

• If the user is attempting to import a token to the RSA token database on the

local hard drive, verify that the user has Write permission to the directory

where the SecurID desktop application is installed. If not, grant Write

permission to the directory.

Failure when downloading a token from the web

• The user typed the URL incorrectly or did not enter the URL.

• The user entered a URL that does not start with http:// or https://.

• The user entered a blank or invalid activation code. For example, the user

omitted or mistyped characters.

• The web service cannot access the Internet resource.

Other Possible Causes

• The user provided an incorrect device serial number for binding the token,

or the administrator bound the token to an incorrect value.

• The user tried to import a token that had already been imported.

• The user already imported the maximum number of tokens that the

enterprise allows.

• The user entered an incorrect token file password. If the user forgot the

password, communicate the password again.

• The token is not intended to be used on the selected device.

• The token is invalid.

User cannot be

authenticated by RSA

Authentication Manager.

• Verify that the time, date, and time zone settings on the user’s computer are

accurate.

• Check the Authentication Manager logs to determine whether the user’s

token has been disabled because of failed logon attempts. If the token is not

disabled (or expired), ask the user for the tokencode being displayed and

resynchronize the token with the Authentication Manager server.

• The user may have entered an incorrect PIN. Instruct the user to enter the

PIN again and retry the authentication.

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