How to reset the RSA Link On-Demand Authentication (ODA) Pin for a customer

Issue

Customer is unable to reset RSA Link PIN because they don't remember the original PIN

Tasks

Log into the RSA Security Console: https://rsa-am-3p.corp.emc.com
Search and select the user to view User details
View the Recent Authentication Activity
If you see the following message:
Authentication method failed. User provided incorrect On-Demand Service PIN while requesting tokencode.
it indicates that the users password was successful but the PIN is incorrect.
In the On-Demand Authentication (ODA) section, click Manage
Check the box to the left of "Clear existing PIN and set a temporary PIN for the user"
Enter in the Salesforce case number without the leading 0 as the temporary PIN
Click Save

From the case, send the customer an email with the LINK/myRSA ODA Pin Reset Template.

Product Details

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