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Symantec VIP Access for Android 3.0.1 and older - Error Code: 5007

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Article ID: 150343

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Updated On:

Products

VIP Service

Issue/Introduction

 

Resolution

VIP Access utilizes certificate pinning to ensure it is communicating only with the legitimate VIP Service. On April 6th, Symantec migrated to new SSL certificates on their web servers. VIP Access for Android 3.0.1 or older users are connecting with a SHA-1 certificate and are unable to establish a network connection with the VIP Service. To resolve this error, download and install VIP Access for Mobile 3.0.2 (or later) from the Google Play Store. 

Failure to upgrade may result in one of the following errors (followed by error code: 5007):

A. New installation is unable to activate (provision an OTP Credential)
B. Push authentication will stop working.
C. Disable or enable push via VIP Access settings (this is rarely done by end users)
D. Sync VIP Access via settings. A rare action performed by an end-user when system time on device is incorrect and OTP codes stop working.
 

A. New installation is unable to activate (provision an OTP Credential)
Error Message: Unable to activate due to a network issue. Try again, and if the problem continues, contact [email protected]
Error code: 5007

   

If the latest version is already installed, attempt the following:

  1. Reboot the device.
  2. If the error repeats, and the device is connected to WiFi, disable WiFi and attempt the activation again. If the device is already on a carrier data network, attempt the activation on WiFi.
  3. If neither of the above resolve the issue, uninstall VIP Access, reboot the device, and reinstall VIP Access.

B. Push authentication will stop working.
Push authentication notifications from Google will reach the device. When a user launches the app, or if its already open, retrieving details of the location the user is attempting to login can't be retrieved so the prompt to Approve or Deny is never displayed.
Error Message: This request could not be completed. Try to log in again.
Error Code: 5007

 

C: Disable or enable push via VIP Access settings (this is rarely done by end users)
Error Message: Push Notifications could not be disabled.
Error Code:5007

 

D: Sync VIP Access via settings. A rare action performed by an end-user when system time on device is incorrect and OTP codes stop working.
Error Message: Unable to sync VIP Access. Try again.
Error Code:5007

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