Test the credential at https://vip.symantec.com. If a PUSH is received and accepted, the app is working properly. If not, here are some common causes of a PUSH notification not being received on a device.
Hint: For RADIUS logins, it is often possible to append your VIP security code to the end of the password (no spaces) during a login attempt. This directly authenticates the user without the need for a PUSH.
Check Apple and Android PUSH services:
Temporary PUSH lock: The PUSH function will temporarily lock for 60 minutes if 5 consecutive PUSH notifications to the same device are denied or unacknowledged by the user. This is designed to prevent PUSH spamming or looping.
In this state, VIP logs show: <status>600D</status><statusMessage>Operation not allowed in current state of credential.
In VIP Manager, the VIP Access Push status shows as TEMPORARY LOCKED:
While temporarily locked, end-users can enter a security code manually as long as the Allow Security Code Validation option in VIP Manager is set to Yes. If set to No, the end-user will see Login failed. Please contact your administrator while PUSH functionality is temporarily locked.
Example of PUSH becoming temporarily locked:
Push sent, user Denies PUSH = fail count 1
Push sent, user Denies PUSH
= fail count 2
gnores = fail count 3Push sent, user i
gnores = fail count 4Push sent, user i
gnores = fail count 5, PUSH temporarily lockedPush sent, user i
PUSH functionality will be restored 60 minutes after the last PUSH was sent. A VIP administrator can manually set the PUSH functionality status back to enabled in VIP Manager.
The device must be able to accept the PUSH notifications (powered on, service available or on WiFi, not in airplane mode, not on silent mode, VIP notifications are not blocked, etc)
Use VIP Manager end-user REPORTS to confirm if PUSH notifications are being sent to the user.
Presently, there are no API calls to check what increments the counter value. VIP Manager cannot filter for users with temp. locked push credentials since it will automatically unlock.