RSA Customer Compass Navigate Your Way to Success with RSA

How do I register a new RSA SecurID Appliance?

• SecurCare Online
• Business Data Team

Why can’t I download or receive software for RSA SecurID Appliance 130?
RSA SecurID Appliance 130 runs by default on Linux which is pre-installed.

My company’s name and/or location has changed. How do I update it?

• U.S.: businessdatateam@rsa.com
• Outside U.S.: support@rsa.com

What Support options are available for RSA products?
Visit RSA Support Plans and Options.

When does the Primary Support on my RSA product expire?
Visit Product Versions Life Cycle and EOPS FAQ.

Where can I download third-party product-implementation guides?
Visit Secured by RSA Certified Partner Solutions, select an RSA product, select a partner solution, and then click the Collateral tab.

How can I contact RSA Archer Support?
+1 913-239-1860
archersupport@rsa.com

How can I contact RSA NetWitness Support?
+1 703-889-8960
nwsupport@rsa.com

My RSA SecurID token seed records have been lost or deleted. How can I replace them?
Replacement token seed records must be provided on CD.

• Americas
  license_seed_response@rsa.com
  U.S.: 800-995-5095, option 2
  Outside U.S.: +1-781-515-7700
  8 a.m. to 6 p.m. Eastern Standard Time


• Europe, Middle East, Africa (EMEA)
  support@rsa.com
  00800 RSA 49000
  8 a.m. to 5 p.m. Greenwich Mean Time


• Asia Pacific (AP)
  support@rsa.com
  +800 7221 7221
  8 a.m. to 5 p.m. Australian Eastern Standard Time

How do I replace damaged RSA SecurID tokens?
Contact your IT administrator or complete an RSA Token Warranty Return Form.

I have found a lost RSA SecurID token. What should I do?
Read our Found a Token statement.

How do I import RSA SecurID token seed records and password into my system?
Below are steps to import token records into the database of RSA SecurID Authentication Manager 6.1 or 7.1 with a password. If you use another version of RSA Authentication Manager or need more information, see the documentation that came with your product.

To import token records into RSA SecurID Authentication Manager 6.1 or 7.1:

1. Locate your Import Password label.
2. Insert the Token Records CD into the CD drive.
3. Open RSA Authentication Manager Host Mode. (For example, on Windows Server 2003, click Start > Programs > RSA Security > RSA Authentication Manager Host Mode.)
4. Click Tokens > Import Tokens.
5. Browse to the token record file, select it, and click Open. The XML File Password dialog box opens.
6. In the Password field, enter the password on the Import Password label. (The label shows the password twice, but do not enter it twice.) Do not enter spaces. Note that the characters do not display as you enter them. Click OK.

How do I dispose of expired tokens?
Read the RSA Statement on Safe Use and Disposal of RSA SecurID Tokens.

Where can I find my batch number?
On the seed file CD and the RSA SecurID token packaging.

Where can I find my token serial number?
On the back of the token (nine digits).

How do I activate my new token?

1. Log on to SecurCare Online.
2. Click on Case Management from the top menu.
3. Enter your Username.
4. In the Passcode field, enter the six-digit number on the token screen and press Submit.
5. Create your eight-digit PIN (cannot begin with zero and the alpha characters must be lower case).
6. Re-enter your PIN and press Submit or Send.
7. Wait until the number on the token screen changes.
8. Enter your PIN followed by the new number on your token without space in between.

Are RSA SecurID software tokens compatible with my smart phone?

• Visit this Software Authenticators page.
• If you still have questions, contact Support.

Where can I download RSA SecurID software token authenticators and agents?
Visit this Software Authenticators page.

License Ownership Change
To change ownership or merge licenses, please select the appropriate form, print it on your company letterhead, and fax or email it back to RSA.

• RSA Business Data Forms
• RSA Change of Ownership
• RSA License Merge
• RSA License Conversion
• RSA License Change

How can I obtain an evaluation license?
Contact your sales representative
or
Log on to SecurCare Online > My Product > Upgrade > Continue > License Request > Submit > Evaluation License.

How do I import my license file (user upgrade) into my RSA Authentication Manager Server?

Install license file on Authentication Manager version 6.x

1. Start (Windows)
2. RSA Authentication Manager Control Panel
3. Start & Stop all Services
4. Stop all Services
5. Upgrade License
6. Browse
7. OK
8. Start & Stop all Services
9. Start All

Install license file on Authentication Manager version 7.x

1. Log in to the Security Console.
2. Choose Setup > License > Add New.
3. Browse where license files are saved and click Next.
4. Log out and back in to the security console to see the update.

Where can I find my RSA SecurID Appliance Hardware serial number (tag)?
On the back of the hardware (alphanumeric).

Where can I find my RSA enVision Appliance serial number (tag)?
See RSA enVision.

Where can I find my RSA Authentication Manager license serial number?
See RSA Authentication Manager.

How do I upgrade RSA Authentication Manager 6.0, 6.1, and 7.1?
Visit SecurCare Online > My Product > Upgrade.
or

• Americas
  license_seed_response@rsa.com
  U.S.: 800-995-5095, option 2
  Outside U.S.: +1-781-515-7700
  8 a.m. to 6 p.m. Eastern Standard Time
• Europe, Middle East, Africa (EMEA)
  support@rsa.com
  00800 RSA 49000
  8 a.m. to 5 p.m. Greenwich Mean Time
• Asia Pacific (AP)
  support@rsa.com
  +800 7221 7221
  8 a.m. to 5 p.m. Australian Eastern Standard Time
  

How can I find my enVision Host ID?
Run the pi_hostid.exe command from the e:\%_envision%\bin directory.

Where can I access the RSA Technical Support guide?
Customer Guide to RSA Technical Support

How do I download my license file from OSD Download Central?

• Go to Download Central.
• Enter Username (registered email address).
• Enter Password (or use "Forgot your password?" function if you don’t know it).

For Initial Login Only:

• Enter the license number.
• Change the password.
• Complete the account information.

To Download a License File:

• Click on License/Software in the upper-left corner.
• Enter the license number.
• Click on the link that appears.
• Click on License Information.
• Download a .zip file containing the license file(s).

To Download Software:

• Repeat steps 1 through 3 under To Download a License File above.
• Click on Product List.
• You will see available software.

Can I register for SecurCare Online / Technical Knowledge Base?
Yes, if:

• You have a valid RSA Support contract
• You are a certified RSA partner
• You have a trial product (the account will be valid for the trial)

I am unable to log on to my SecurCare Online account; what do I do?
Reset your password
or
Contact Support.

How do I obtain my Partner Site ID?
Contact your regional Support Desk.

How do I change my SCOL password?
Visit Forgot Password
or
Contact Support.

How can I eliminate a person from being authorized to handle RSA products on behalf of our company?
Contact RSA Customer Support.

How can I add a replacement contact?
Register for a new account.

I am getting an error message when I try to log onto RSA Download Central.
Contact RSA Customer Support.

Where can I download RSA SecurID patches and documentation?
SecurCare Online

Can I download token seed records from the OSD download site?
Token records are only shipped on CD. To request token records:

• Americas
  license_seed_response@rsa.com
  U.S.: 800-995-5095, option 2
  Outside U.S.: +1-781-515-7700
  8 a.m. to 6 p.m. Eastern Standard Time
• Europe, Middle East, Africa (EMEA)
  support@rsa.com
  00800 RSA 49000
  8 a.m. to 5 p.m. Greenwich Mean Time
• Asia Pacific (AP)
  support@rsa.com
  +800 7221 7221
  8 a.m. to 5 p.m. Australian Eastern Standard Time
  

U.S.: 800-995-5095
Outside U.S.:+1-781-515-7700
trainingregistration@rsa.com
Complete List of RSA Training Centers

How do I register for training?
See Courses and Registration.

When do course fees have to be paid?
See Payment and Cancellation Policies.

What is the cancellation policy for RSA Education Services?
See Payment and Cancellation Policies.

How do I arrange onsite training?
See Onsite Training at your Location.

Where can I locate a course description or outline?
See RSA Education Services Course Catalog.

Which exam is appropriate for which course and vice/versa?
See RSA Certification and/or visit www.vue.com/rsa.