Symantec VIP error 49f2 Token ID not found when attempting to add a VIP credential

Products

• VIP Service

Issue/Introduction

When attempting to add or register a Symantec VIP credential, the process fails with the following error: "49f2: Token ID not found"

Environment

 

• Symantec VIP Cloud

• VIP Access Mobile (iOS/Android)

• VIP Access Desktop

• VIP Hardware Tokens

 

Cause

This error typically indicates that the VIP Service cannot locate the specific Credential ID in its database. This can happen if the Credential ID was entered incorrectly, if the token is not synchronized, or if the token is being blocked by organizational security policies.

Resolution

Follow these steps to troubleshoot and resolve the error:

Step 1: Verify Credential Validity

Before contacting support, confirm that the token is active and recognized by Symantec.

1. Navigate to the https://vip.symantec.com.

2. Click Test your VIP credential.

3. Enter your Credential ID and the current Security Code.

   • Note: Security codes are one-time use only. Do not attempt to reuse a code.

4. If the test fails, wait for a new code to generate and try again.

Step 2: Check Organizational Policies

If the credential tests successfully at vip.symantec.com but still fails within your specific application:

• Contact your internal VIP Administrator.

• Ask them to verify if the token is being blocked by a VIP policy. Common restrictions include:

  • The token type (e.g., mobile vs. hard token) is not allowed by your company.

  • The token is already assigned to another user profile.

  • You have reached the maximum number of allowed credentials for your account.

Step 3: Refresh the Credential

If the credential fails the test at vip.symantec.com after multiple attempts:

• For Mobile/Desktop Tokens:

  1. Uninstall the VIP Access app from your device.

  2. Restart your device.

  3. Reinstall the VIP Access app from the official app store or Broadcom website. This will generate a new Credential ID.

• For Hardware Tokens:

  1. Contact your VIP Administrator or Help Desk.

  2. The token may be defective or may not have been properly bound to your organization's account during the procurement process.