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 credential ID

 

 

Resolution

• Retry with a new OTP after is new code is generated by the app.
• Security codes (valid or invalid) are single-use only. If it fails, use the next security code.
• For mobile and desktop tokens, the device time clock must be accurate and not fluctuate. If the device time changes for any reason, the security code generation could be affected. 
• If the problem persists, check or reset the credential at https://vip.symantec.com.
• Did your Credential ID change? Contact your internal helpdesk. 

Note: A VIP administrator can reset a VIP credential ID within the VIP Manager portal