A single sign-on error is displayed when accessing the Case Management portal on RSA Link

Issue

When clicking on the  My Cases option in the RSA Link main menu or on the Create a Support Case button on the RSA Customer Support community, the Salesforce single sign-on (SSO) error below is displayed.
 

Cause

This issue can occur for one of two reasons:

• The user did not select the I am an RSA Customer or Partner option when registering for an RSA Link account and did not provide a valid serial number, site ID, contract number or license key.
• The user's RSA Link account is out of sync with the Case Management portal and must be corrected by RSA Customer Support.

Resolution

If you did not select the I am an RSA Customer or Partner option when registering for an RSA Link account, you can follow the instructions in the article entitled  How to re-register as a customer or partner on RSA Link to resolve the issue, after which you will be granted access to the Case Management portal.

If you have already registered as an RSA customer or partner and are still encountering this issue, please contact RSA Customer Support by submitting the form at https://community.rsa.com/contact and they will assist in resolving the issue as quickly as possible.

Notes

This issue is also addressed in the document entitled  Common Authentication Issues with RSA Link.

Product Details

RSA Product Set: RSA Link ( community.rsa.com)
RSA Product/Service Type: Case Management ( community.rsa.com/cases)

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