Unable to register new Hardware Token with Symantec VIP

Products

• VIP Service

Issue/Introduction

Unable to register new tokens

Error: Whenever inputting the credential IDs to be tested via the 'Test your VIP Credential' site, getting the following error: "Enter a Valid Credential ID"

Error: When trying to lookup a credential ID within VIP Manager, getting error: "No results found. Search for a different credential ID, or change your filter options and try again."

Cause

VIP Tokens were may not be bound to VIP Services and are invalid in the VIP System. By default, this happens when new tokens are shipped from Broadcom. If this process fails, this condition can exist. Please note that the tokens are not defective. 

Resolution

Open a Support ticket with Broadcom Symantec VIP team and provide:

1. Jurisdiction Hash Number of account (VIP Manager > Account > Account Information)
2. Sales Order Number
3. Full list of Credential IDs

VIP Support will need this information to lookup the order and get the tokens properly bound to the correct account.