Unable to add or activate Symantec VIP hard tokens

Products

• VIP Service

Issue/Introduction

Adding a hard token credential to a user results in error: "Invalid credential ID. Please try another credential".

Cause

Broadcom binds new tokens to an organization prior to shipment. Tokens cannot be used until they are bound. 

Note: Mobile and Desktop (soft) tokens can be assigned to a user as soon as the credential ID is generated during the initial launch.  

Resolution

Test the token(s) in the VIP test portal. If the credential ID is accepted and you are prompted for a security code, the token is bound. If you receive an 'invalid credential ID' error, contact your VIP helpdesk for assistance. (If you are the VIP administrator for your organization, please contact VIP support.)