Support #6450
[SCP ID :##3286##] : FABULOUS ART : Token Issue
| Status: | Closed - End of life cycle | Start date: | July 26, 2016 | |
|---|---|---|---|---|
| Priority: | Immediate | Due date: | ||
| Assignee: |  Zahir Abd Latif | % Done: | 100% | |
| Category: | BIB | Spent time: | - | |
| Target version: | - |
Description
Hi,
Kindly attend below request:
Kindly need your help to check this matter:
1. Customerunable to login as Single User because got error message invalid securitytoken. Agent already guide to revoke token and when try to activate newsecurity token it appear Unknown Error.
2. Customerinformed his token always come out same number for second OTP but once it showdifferent number and then click next it show Unknown error.
Below are the customer details:
Name: FABULOUS ART (SHAZUL KHUZAIRI BIN ZULKIFLI)
Contact No: 0122824794
Username: fabulousart85
Role: Single User
IC: 850405015659
Timestamp: 2.40PM (25/07/2016)
History
#1
Updated by Yap Kah Yan about 8 years ago
- Status changed from New - Begin Life Cycle to Pending Customer Feedback
From the logs we found that after calling token sync service (provided by secure metrics), return error code which is not 0 (success).
Kindly check with secure metrics team on this issue.
2016/07/25 14:35:02:775 INFO my.com.upass.UPassControllerV2: SyncToken - useralias: [fabulousart85] first OTP: [007374] Second OTP: [845899] Return: 99
2016/07/25 14:35:02:775 INFO my.com.upass.UPassControllerV2: SyncToken - useralias: [fabulousart85] first OTP: [007374] Second OTP: [845899] Return: 99
2016/07/25 14:36:02:905 INFO my.com.upass.UPassControllerV2: SyncToken - useralias: [fabulousart85] first OTP: [647101] Second OTP: [216658] Return: 99
2016/07/25 14:36:02:905 INFO my.com.upass.UPassControllerV2: SyncToken - useralias: [fabulousart85] first OTP: [647101] Second OTP: [216658] Return: 99
#2
Updated by Yap Kah Yan about 8 years ago
- Assignee changed from Yap Kah Yan to Zahir Abd Latif
Reply from Secure SecureMetric
Dear NORAZLILAH BINTI KHAMDAN,
Thank you for your request. Your ticket number is 100003752.
Can you please tell me if the error during synchronization happens only on 1 unit or multiple tokens?
If only 1 unit, then it can be problem with hardware.
"To ensure prompt resolution, we appreciate your response within 2 working days. The ticket will be closed if there is no RESPONSE or ACKNOWLEDGEMENT received within 2 working days."
Regards,
William Dimaano
SecureMetric Technology Sdn Bhd (759614-V)
L5-E-6, Enterprise 4, Technology Park Malaysia,
Lebuhraya Sg. Besi – Puchong, Bukit Jalil, 57000 Kuala Lumpur, Malaysia.
T: +603 8996 8225 F: +603 8996 7225 W: www.securemetric.com
Like us on Facebook Follow us on Twitter
Kuala Lumpur (HQ) | Singapore | Jakarta | Hanoi | Ho Chi Minh City | Manila
Gold Winner of ASEAN ICT Awards 2012
#3
Updated by Zahir Abd Latif about 8 years ago
- Status changed from Pending Customer Feedback to Closed - End of life cycle
- % Done changed from 0 to 100
Issue closed in SCP.