Symantec VIP delivering Voice codes that are not 6 digits in length and are invalid

Products

• VIP Service

Issue/Introduction

Customers should be receiving six-digit security codes via phone, but are often receiving shorter codes instead.

 

Cause

This issue was identified as a problem with the delivery provider, and through a misconfiguration, the provider was unable to send certain digits

Example: Symantec VIP is generating OTP 599635 -- But end user receives 9963 (_9963_). In this case the digit '5' was being dropped in the end delivery.

Resolution

Open a ticket with Broadcom Support to report the problem. Broadcom Support can work with the delivery provider to identify the issue and resolve the configuration problem with the delivery provider.