Symantec VIP Access Fails with Error 49b5: Failed with an invalid or incorrect security code

Products

• VIP Service

Issue/Introduction

When validating a one-time password (OTP), you may experience the following error message:

49b5: Failed with an invalid security code

Cause

Error 49b5 indicates an invalid one-time password (OTP) was entered and the security code does not match the expected value for that VIP credential ID.

 

 

Resolution

Troubleshooting invalid security code errors:

• Retry with a fresh security code. Security codes (valid or invalid) are single-use only. Always use the next security code.
• The application is expecting a security code from a VIP credential ID assigned to you. If your VIP Credential ID changed, your internal helpdesk can assist with assigning it to you.
• Check the credential at https://vip.symantec.com: 
  • A successful test indicates the VIP credential is working properly. If the error persists when logging in, contact your helpdesk.
  • Failed tests could indicate a faulty credential ID requiring reinstallation or replacement. 
• If using the VIP app, open https://time.gov/ on the same device the VIP app is installed. The time and time zone on this site should match your device within 1 minute.
• Set your device to automatically adjust the date and time. Refer to your device manufacturer for details on how to do this. 
• If you use a VPN, check your device clock before and after connecting. A significant time shift can affect security code validations.  
• Your VIP administrator can reset the VIP Credential ID within the VIP Manager portal. Example: