How do you troubleshoot RSA hardware tokens in new pin mode?

[AndreLocker]

Currently my users are set up to use the hardware token to authenticate into our production system. I currently want my users to set there pin when they are in new pin mode with there hardware token. Whenever we try this the authentication process fails when they enter the passcode from the hardware token (SID800). In the Activity monitor it doesnt show that anything took place.

Group policies are set up so that the SID 800 is allowed to be used for authentication. Would doing a software upgrade suffice?

[EdwardDavis · Accepted solution]

Work it out by using the token to login to the Self Service console web page and set a pin there, then logoff and log

back in with the pin+tokencode. That simplifies things greatly as you are not depending on an agent to be able to do the 3-way prompting to set pins. Self service is guaranteed to work, or if not, the problem is the RSA server or config itself.