FAQ about the Symantec 'credit card' style security token (NSEU / FT)

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• VIP Service

Issue/Introduction

FAQ about the Symantec 'credit card' style security token (NSEU / FT)

Resolution

How do I use the card?

The security code generated on the LCD screen by depressing the button once is used to authenticate access to secure resources, such as a secure website or company VPN. Register the Credential ID (located on the front of the card) with that resource before attempting access. To test the card at any time, visit https://vip.symantec.com/ (does not require registration).

My card isn't working. How can I test it?

Visit https://vip.symantec.com/ to test your VIP Credential ID. If the card is out-of-sync, 2 consecutive codes will be required for a complete re-sync.

If multiple attempts to test the security code do not generate a SUCCESS message, the card may be faulty and you should contact your administrator.

How do I generate a security code? How do I know if it's the correct security code?

Unlike mechanical keys, the TOUCH button provides a frustration-free experience and is very easy to operate, and has been fine-tuned to operate by simply depressing the PRESS HERE button once with your fingertip. The security code algorithm is encrypted on the card using strict OATH standards. It is impossible for anyone else to determine the next code. However, a separate counter tracks the number of times the PRESS HERE button is depressed and increments. To see the counter for your card, depress the button for 2 seconds, then let go. The last screen to flash by is the counter values in HEX format. Converted to DEC to see that value. For example, 0000a8 converts to 168.

Can I store this in a wallet?

The card fits in a wallet to provides a superior level of functionality and convenience by eliminating the hassle of carrying bulky tokens.

Note: Store the security card against another card, such as a credit card or driver's license. Objects like coins, folded/excessive bills, keys, cell phones, or other objects could inadvertently depress the button and generate an unused security code. Multiple unused codes may cause the card to fall out of sync with the system and require a re-sync at your next login. A disproportionate amount of unused security codes could trigger a safety mechanism that renders the card invalid. 

What happens if I forget the card in my pocket and sit on it. How flexible is the card?

All cards are designed to withstand real-life usage and pass the ISO/IEC 10373-1 and MasterCard CSI (Card Structure and Integrity) tests. The cards can be bent reasonably in all axes just like a regular credit card. The card will remain operational when subjected to physical stress within these ISO ranges. However, the same precaution should be taken with the card to prevent an object from depressing the button and generating an unused security code.

 What is the recommended Storage Temperature (Low/High) for Cards Inventory?

We recommend storing cards in a cool location between 1°C to +10°C (33°F to 50°F).

Can I use the card in hot or cold climate? What is the recommended Operating Temperature(Low/High)?

The cards are built to withstand real-life conditions and the electronics can operate reliably at temperatures ranging from 5°C to +40°C (41°F to 104°F). 

I am seeing a code on the display. What does it mean?

noBatt : Battery is dead (replace card)
loBatt : Low battery (replace card)
EEEEEE : Card has expired (replace card)
E Soon : Card is going to expire soon (replace card soon)
HoldOn : Activation button has been pressed too many times in a row. (wait 10 seconds, then try again)

What is the Life Expectancy of the card?

These cards are designed to withstand real-life usage conditions and highly resistant to regular wear and tear just like a regular credit card. The cards are EMV/CE/FCC, RoHS certified and passed the stringent structure and integrity process. The embedded electronics are powered by an advanced battery. Life expectancy depends on several criteria such as frequency of usage and storage conditions. Typically, 5 years or 15,000 security codes under normal usage.

Is the display card waterproof, will it be damaged if I accidentally drop it in water?

The cards are IP68 level waterproof and dustproof, tested to be waterproof for up to 10ft at room temperature: 18°C (64°F) to 23°C (73°F) 

What if I accidentally spill coffee on the display card? Is it water-resistant?

The cards have been waterproof tested for up to 10ft between temperatures ranging from 18°C (64°F) to 23°C (73°F). Immediately wipe any liquid off the card with a soft cloth.

What if I forget the card in my pants or shirt pocket and it goes into the washing machine?

The card may survive these conditions, depending on how aggressive the washer is. Detergents, heat, chemicals, and extreme bending can damage the card. Dispose of any damaged cards. 

Can the card go through X-Ray at an airport facility?

Yes. These cards can go through airport X-Ray security checks without any problem.

How many digits are displayed on the display?

6 digits are on the display at once.

Is there a backlight?

Besides the normal LCD screen, there is an optional of EPD (E-Ink Printed Display) available, which provides lower energy consumption and better eye protection. The specially designed display has been optimized to provide excellent readability under the same lighting conditions required to read a credential ID on the card. The display card screen has been designed without a backlight enabling battery life of up to 5 years of normal operation at room temperature.

Can the battery be replaced?

The card embeds a specially-designed thin and flexible battery that is not user-replaceable or serviceable. Never attempt to access or replace the battery. The battery will typically outlast the lifetime of the card as it lasts 5 years at room temperature under normal operating conditions.

Is the battery toxic?

A 3V, 15mAh disposable lithium battery has been hermetically sealed within the card to minimize the risks of hazardous leaks. There is no risk to life and health under normal use or transportation. In the unlikely event of battery leakage or exposure, dispose of the card immediately. If the battery material is ingested, seek immediate medical attention. The risk of explosion is possible if the battery is exposed to fire or heated above 130 degrees Celsius / 266 degrees Fahrenheit. 

How do I dispose of the cards?

Dispose of batteries in accordance with applicable federal, state, and local regulations.