Support #12802

[SCP ID :##6145##] : Unable to login CMS online banking | RKRH FAMILY ENTERPRISE

Added by Zahir Abd Latif over 2 years ago. Updated over 2 years ago.

Status:Closed - End of life cycleStart date:February 16, 2022
Priority:NormalDue date:
Assignee:Zahir Abd Latif% Done:

100%

Category:MY RIBSpent time:-
Target version:-

Description

Hi,
Kindly attend below request:-

Below email is referred.

Customer unable to reset password due below error message.

Company name: RKRH FAMILY ENTERPRISE

Caller name : MOHD KAMARULARIFIN BIN HAMDAN

1. Customer recently change to a new token.

2. Customer confirmed able to reset new secure pass pin no.

3. Afterwards, customer’s account blocked when he tried to login with the appended error message

History

#1 Updated by Zahir Abd Latif over 2 years ago

  • Status changed from New - Begin Life Cycle to Pending Customer Feedback
  • Assignee changed from Hafizudin MD to Zahir Abd Latif
  • % Done changed from 0 to 100

Hafiz, Mar 24, 2022:-

We suspect these following issues ReqID#6145, 6176, 6193 & 6195 are related to each other. From the log, it is due to the UPASS token return error code 99 and from the provided data we can see that none of the CMS users are able to login to CMS due to token issue.

What we noticed is, the affected users are from the same batch uploaded token (20220106).

For further investigation we would like to request KFH to provide us 1 of the physical tokens from the same batch (20220106) for testing in staging.

Hafiz, Mar 25, 2022:-

Root cause:
Different dpx file format from 2018

Solution:
1) Identify the assigned token to customer
2) Update the records to dummy
3) Execute token upload cron
4) Validate data in database
5) CORUS - Deactivate and activate token in the list from #1 for customer to use the token

Hafiz, Mar 25, 2022:-


Please get vasco documentation at below link
//10.20.8.35/20220325_Vasco

#2 Updated by Zahir Abd Latif over 2 years ago

  • Status changed from Pending Customer Feedback to Closed - End of life cycle

Issue closed in SCP.

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