Symantec VIP PUSH fails to send after NUMBER CHALLENGE is enabled by in VIP Manager
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Symantec VIP PUSH fails to send after NUMBER CHALLENGE is enabled by in VIP Manager

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Article ID: 265118

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Updated On:

Products

VIP Service

Issue/Introduction

VIP PUSH not sent to the VIP Access app on a mobile device after a VIP administrator enables the Require Number Challenge option in the VIP Manager portal.

Resolution

The VIP Push Number Challenge feature will prompt a user to input a specific number into the VIP Access app during the login attempt. This is to verify the sign-in attempt was initiated by the intended user and not an unauthorized person. The PUSH can be accepted after successfully entering the correct value.

The VIP PUSH number challenge feature requires the following:

  1. Number Challenge policy enabled in VIP Manager:
  2. VIP Access Mobile 4.2.0 (Android) or 4.3.0 (iOS) or later. 
  3. For RADIUS validations with PUSH: VIP Enterprise Gateway 9.10.2 or later, with VIP PUSH and Number Challenge enabled

If the Number Challenge policy is enabled in VIP Manager, the end-user will be prompted to manually enter a VIP security code from their VIP Access app and will not receive a PUSH notification if:

  • The VIP Access app on their device is not using the latest version.
  • For RADIUS validations: The Enterprise Gateway is NOT version 9.10.2 (or later) with VIP Push enabled in the Validation Server settings. 

RADIUS and PUSH number challenge:

When using RADIUS with VIP PUSH number challenge, the user is prompted to enter the number into the VIP Access Mobile before approving the PUSH. If successful, the user may also be prompted for a number on the screen to complete the RADIUS login. Because the number challenge is already successful, the user can simply click 'next' to complete the connection. This is working as designed to facilitate RADIUS to work with VIP PUSH with number challenge. 

Troubleshooting:

  • Update the VIP Access mobile for Android to version 4.2.0 or later from Google Play, or the VIP Access mobile for iPhone to version 4.3.0 or later from the Apple App store.
  • Update the VIP Enterprise Gateway to version 9.10.2 or later if PUSH is being used with your RADIUS Validation Server(s). End-users will be prompted for a security code (no PUSH) for Validations with PUSH on VIP EG 9.10.1 or earlier.
  • Non-RADIUS VIP authentications (VIP Login, Azure, My VIP) do not use the VIP Enterprise Gateway but do require the latest VIP Access app.
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