Credential Issues in Symantec VIP

Products

• VIP Service

Issue/Introduction

This document offers links to VIP Credential management, issues, release notes and other references.

Resolution

Contents

• General Credential Info
• VIP Access Desktop
• VIP Access Mobile
• Hard Tokens
• SMS / Voice Credentials
• Registered Computer
• Intelligent Authentication

General Credential Info

Title What if my VIP Credential ID is compromised? Description of token or credential status. Credential is not changing to Locked state even after multiple consecutive validation failures. How to change Maximum Validation Failures Setting for VIP desktop. Transfer Credential ID from one device to another Invalid credential ID, Blank Security code, or will not launch with VIP Access for Desktop PII Collection for VIP Access App

VIP Access Desktop

Title Applicable Versions How to download VIP Access Desktop All Versions Invalid credential ID, Blank Security code, or will not launch with VIP Access for Desktop All Versions How to enable and disable debug logs for Symantec VIP Access Desktop All Versions What connections are required to activate VIP Access for Desktop? All Versions Will the VIP Access Desktop Credential ID change when upgrading to Windows 10? All Versions Error: 1720 "There is a problem with this Window Installer package." when installing VIP Access All Versions VIP Access Desktop - How do you move the VIP Access Desktop Application over to a new computer All Versions VIP Access Desktop and roaming profiles All Versions How to reset VIP Access Desktop? All Versions VIP Access Desktop silent install All Versions How to provision a new credential with VIP Access in MAC if the old credential cannot be reset All Versions VIP Access Desktop | Activation failed Error 0x10 All Versions VIP Access for Desktop 1.0.3 for MAC does not launch on mac OS 10.12 (Sierra) All Versions How to install VIP Access on Mac OS X 10.5 or higher All Versions VIP Access desktop will not launch All Versions

VIP Access Mobile

Title Platform VIP Access for Mobile application data usage All Platforms VIP Access iOS appears to track users with location services iOS 8x VIP on iOS 5 steps user needs to take before OS upgrade to retain their current token iOS 5x VIP Access for iPad does not validate security code after upgrading from iOS 6.x to iOS 7 iOS 6x, 7x Symantec Identity Protection (VIP) security codes are not generated after syncing to a new iPhone All iOS VIP Access for Mobile crashes on iOS 5 based Apple devices iOS 5x Security code from the VIP Access app on Android device fails when used for 2FA login All iOS 3001 error after upgrading VIP Access app on Android All iOS VIP Access 4.0.0 for Android | Error 3001 when launching application after upgrading All Android OS Push not working on Android device - 6010 error All Android OS VIP Access Mobile - Error 4002 All Platforms Supported Blackberry phone models - Enterprise Edition Blackberry Platform VIP Access PUSH support for Windows Mobile OS Windows Platform

Hard Tokens

	Title Applicable Versions Unable to activate VIP Security Card All Versions Security Cards weather and climate tolerance All Versions How to replace a Symantec Identity Protection (VIP) Security Token or Card ordered from VIP ID Protection Center? All Versions VIP credential warranty information All Versions FAQ’s for settings HOTP times based credentials All Versions

SMS / Voice Credentials

Title Applicable Versions After enabling SMS (Text Messages) and Voice Calls option, the temporary codes are not being received. All Versions What character sets are supported for Symantec Validation and ID Protection Service SMS OTP? All Versions What is the Phone number format for International and Domestic Numbers All Versions Add a user group with SMS Credentials in VIP Manager All Versions Error=4e16 The phone number has not been previously registered for this account All Versions

Registered Computer

Title Applicable Versions Firefox displays an Unknown Issuer dialog box when installing the Registered Computer credential. All Versions Registered Computer credential stops working without warning on cloned images. All Versions Users with existing Registered Computer 1.12 credentials will not automatically be upgraded to 1.16 through the Self Service Portal. All Versions Firefox browser displays an additional prompt when installing the Registered Computer credential. All Versions An administrator resetting a Windows Domain password may require a user to re-register a Registered Computer credential. All Versions The Registered Computer credential experiences performance issues when a browser debug console is open. All Versions Users with older versions of Firefox will be prompted to upgrade to Registered Computer 1.16, but will be unable to complete the upgrade. All Versions Registered Computer is unable to access the VIP Web Service endpoints. All Versions Does a unique RC Plugin installs for every user logins on the same computer ? All Versions Registered Computer credential fails to install if system clock time differs from VIP Services time by more than 30 seconds. All Versions

Intelligent Authentication

	Title Applicable Versions IA JavaScript in Netscaler All Versions 6009 : AUTHENTICATION FAILED All Versions Symantec Authentication Client Plugin uninstaller may cause issues if run while browsers are open All Versions