FAQ

Find answers to common support questions related to RSA® ID Plus, RSA® Governance & Lifecycle, and RSA SecurID® below.

FAQ

Clarification on what browsing history RSA collects and what “sharing browsing history with third parties” means.
See the RSA Privacy Policy at rsa.com/privacy/ for more information.
How do I open a technical support case?
To open a new technical support case, log in to RSA Community at https://community.rsa.com/s/contactsupport and select Suporte > Criar novo caso. To track your support cases, log in to RSA Community and select Suporte > View My Cases.
How to connect their laptop to Wi-Fi using RSA authentication and how RSA verification works with their phone.
If you are an end user: Your company’s IT security team manages all Wi-Fi authentication using RSA. They configure who can access Wi‑Fi, enforce security checks like multi-factor authentication (MFA), integrate RSA with the Wi‑Fi network, and maintain the system. As an end user, you simply connect to the company Wi-Fi using your normal work credentials and approve MFA if prompted. No special setup is required on your part. Your company’s Authentication Manager administrator integrates identity, Wi-Fi, and RSA MFA, defines access policy, and maintains the system so users can authenticate securely with minimal friction. If you are an RSA administrator:
  • Integrate identity. Connect RSA Authentication Manager to the enterprise identity source (AD or cloud IdP).
  • Integrate Wi‑Fi. Configure the wireless/RADIUS infrastructure to authenticate via RSA using 802.1X. See the RSA Ready product integration guides for steps related to your specific device (https://community.rsa.com/s/product-integration/Product_Integration__c/00B4u0000099iUMEAY).
  • Restrict pre‑logon access. Work with your Windows system admins to set up a Windows Group Policy (GPO) to restrict Wi-Fi access until a user logs in, primarily by enforcing IEEE 802.1X authentication.
  • Apply an access policy. Define who can access Wi‑Fi and under what conditions (machine vs. user).
  • Enforce multi-factor authentication. Require RSA MFA for user authentication using approved methods.
  • Operate and maintain. Ensure healthy replication amongst Authentication Manager servers in your deployment, handle the MFA lifecycle, and monitor/troubleshoot authentications.
I am unable to download an order of RSA tokens because the Batch ID of the token ZIP file is not being accepted when decrypting the file(s).
If the batch ID is not accepted when decrypting your RSA SecurID tokens and you see any of the following messages, you will need to open a support case:
  • Batch number not available for download
  • Invalid batch number
  • Access to this token pack is temporarily denied
Steps below:
  1. Login to the RSA Community Case Management Portal Create Case página.
  2. For the problem statement, use the subject of the error message that you see when you are on the Download Central page (https://dlc.rsasecurity.com).
  3. For the problem description, include the batch number(s) that you are trying to decrypt.
  4. Click Create Case.
  5. Select the correct account and click Next.
  6. Enter your serial number or service contract number.
  7. Choose a method of communication.
  8. Add contact information for a secondary contact (optional).
  9. Choose a case severity and business impact.
  10. Under Category, choose Technical Support.
  11. For Product Set, choose CAM. This ensures your request is routed to the Customer Asset Management team.
  12. Click Next.
I have a new device, and I need to access RSA for work
You should contact your organization’s administrator for instructions on how to access RSA for work. If you’re looking to download the RSA Mobile Authenticator app, you can use the following links:
I purchased a new phone and now need to set up the RSA Authenticator (SecurID). Could I get some help?
Contact your organization’s administrator for instructions on how to access the RSA Authenticator (SecurID) for work. If you’re looking to download the RSA Mobile Authenticator app, you can use the following links:
My Batch number is not working when trying to download token seed media files
Note that only the person(s) listed on the purchase order as the contracting officer/technical administrator will have access to download licenses and tokens from my.rsa.com. If you do not see the files, please have one of the contacts download the files. If you cannot do that, follow the steps below:
  1. Login to the RSA Community Case Management Portal Create Case página.
  2. For the problem statement, use the subject of the error message that you see when you are on the Download Central page.
  3. For problem description, include the batch number(s) that you are trying to download.
  4. Click Create Case.
  5. Select the correct account and click Next.
  6. Enter your serial number or service contract number.
  7. Choose a method of communication.
  8. Add contact information for a secondary contact (optional).
  9. Choose a case severity and business impact.
  10. Under Category, choose Technical Support.
  11. For Product Set, choose CAM. This ensures your request is routed to the Customer Asset Management team.
  12. Click Next.
  13. Enter details on your issue and submit the request.