Support #2543
SCP ID# 375 : Unable to do Forgot Password
| Status: | Work Completed-End life cycle | Start date: | May 21, 2013 | |
|---|---|---|---|---|
| Priority: | High | Due date: | ||
| Assignee: |  Norhaidah Md Dasuki | % Done: | 100% | |
| Category: | - | Spent time: | - | |
| Target version: | - |
Description
Norazlilah reported
Hi,
Account have been locked. After unlock customer's account, IBCC advise customer try to create new password but appear error message "account details is not valid" after insert all the details. Customer has tried to enter all of the account number but still have the same error message.
Customer already reset atm pin on 06/05/2013 and 08/05/2013 but still unable to do forgot password.
Based on log file, host response as below:
[02/05/2013] [11:05:29:090] RESPONSE_ERROR_CODE_1=408, RESPONSE_REASON_FOR_CODE_1=PIN VERIFICATION FAILED
[06/05/2013] [18:11:10:785] RESPONSE_ERROR_CODE_1=408, RESPONSE_REASON_FOR_CODE_1=PIN VERIFICATION FAILED
Below information for your reference and investigation:
1. Customer Name :NAJIHAH BINTI ABD RAHMAN
2. CIF No. :230009428
3. Account No. :100656100057951, 1001561000002355, 2006561000006329
4. ATM Card No. :5893730011605939
5. Transaction Date/ Time :-
6. Type of transaction : forgot password
7. Error message displayed : account details is not valid
Kindly find the log file at share folder.
Please advice.
TQ.
History
#1
Updated by Ahmad Hazri over 11 years ago
- Status changed from New - Begin Life Cycle to Development / Work In Progress
Norazlilah log case to SilverLake and their response is
"IB will form the pin block and send it to EBS, where EBS will send this pin block to HSM for verification and HSM returned the error 408 since the validation fail. Please help to route the log to the IB vendor for further investigation. This could be due to the wrong pin block generation."
#2
Updated by Ahmad Hazri over 11 years ago
Salam Alwi
Customer requesting update.
Thanks
#3
Updated by Alwi Husada over 11 years ago
Salam Bang Ateh,
Since the PIN VERIFICATION FAILED only happen for this customer only, its impossible to have incorrect PIN block,
Thanks,
#4
Updated by Ahmad Hazri over 11 years ago
- File forgot password.doc added
Hi Alwi
Kindly check whether the generated PIN Block is the same on both servers.
We have requested User to do testing on both servers to confirm the PIN Block generation are the same
http://172.16.51.23:9443/rib/common/Login.do
http://172.16.51.24:9443/rib/common/Login.do
Log location (using the same log for IBG fav issue)
\\10.6.6.20\Production_logs\systemout log - fav IBG 27052013
#5
Updated by Alwi Husada over 11 years ago
Bang Ateh,
Yes,generated PIN Block return the same on both servers 172.16.51.23 and 172.16.51.24.
#6
Updated by Ahmad Hazri over 11 years ago
Thanks Alwi for the finding.
Could you provide the details of pin block generated so I can use this as confirmation that the pin block generation are not the issue.
Tq
#7
Updated by Alwi Husada over 11 years ago
Server 172.16.51.23:
PIN_BLOCK = A7B10A75262C7476
Server 172.16.51.24:
PIN_BLOCK = A7B10A75262C7476
Thanks,
#8
Updated by Norhaidah Md Dasuki almost 11 years ago
- Subject changed from Unable to do Forgot Password (SCP 375) to SCP ID# 375 : Unable to do Forgot Password
#9
Updated by Norhaidah Md Dasuki almost 11 years ago
- Status changed from Development / Work In Progress to Pending Customer Feedback
- Assignee changed from Alwi Husada to Norhaidah Md Dasuki
- % Done changed from 0 to 100
This issue has been closed in SCP due to no response from User after giving resolution on the Issue. The case will be opened again one required.
#10
Updated by Norhaidah Md Dasuki almost 11 years ago
- Status changed from Pending Customer Feedback to Work Completed-End life cycle