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Grizz
Level 7
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Message 1 of 20

The token is not the correct one for the user

Hi

We have used safeboot/Endpoint encryption for a few years now. But for the last months this error for users start to come more and more.

The token is not correct one for the user (e0010022).

Can someone explain why i get this error on users.

We have just uppdated the server to version 5.2.3. But the clients are still on version 5.1.3

19 Replies
Reliable Contributor SafeBoot
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Message 2 of 20

Re: The token is not the correct one for the user

it means the logon tile the user picked is NOT the one the administrator set for them, for example, the user picked to login with a smart card, but the user is set to use a password.

Grizz
Level 7
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Message 3 of 20

Re: The token is not the correct one for the user

Thanks for the answer

The strange thing is that all users has Password only tokens in their settings,

and users can't choose other than Password only token at the login screen. Still they get The token is not correct one.

Reliable Contributor SafeBoot
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Message 4 of 20

Re: The token is not the correct one for the user

somewhere, someone picked a different token for them.

Find the user in EEM and look at their token screen, if it says password, recreate the token for them.

someone might have switched them to something else, then switched back thinking that would be fine - it's not. If you switch away from the Password token, the local token data gets zeroed (for security).

Re: The token is not the correct one for the user

This is interesting... We also just experienced this in the last month.  Simon, are you saying this has been an issue before?  Just ironic that people are starting to see this over the last month.

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mwilke
Level 7
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Message 6 of 20

Re: The token is not the correct one for the user

We too have seen this only in about the last month.

We have admins who have been logging in for well over two years now and never had this problem until now.

Most cases we can resolve the issue by recreating their password only token.

Sometimes we need to delete the user and re add the user to make the problem go away.

There is a bug somewhere just not sure where it might be.

Reliable Contributor SafeBoot
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Message 7 of 20

Re: The token is not the correct one for the user

it's a very specific message - it's not reporting a code issue, it's reporting that the unique 32bit token number being selected is NOT the one currently assigned to the user.

I can't see how it would occur through corruption etc. It would have to be either a connector set to create users with the wrong token, an admin accidentally changing the token through recovery or clicking, or the user simply selecting the wrong tile...

Dvanmeter
Level 10
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Message 8 of 20

Re: The token is not the correct one for the user

We are also starting to see this.  Only password tokens are used and it sporatically is happening on a few.  The version we are using is 523.

Reliable Contributor SafeBoot
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Message 9 of 20

Re: The token is not the correct one for the user

same answer - one end or the other the token is wrong - either the user is not choosing "password token", or some naughty admin set a different token for them, in the connector, or in EEM.

mattw2
Level 10
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Message 10 of 20

Re: The token is not the correct one for the user

We also have 1 user on our system who is repeatedly getting this error message come up.

out of over 1000 users, i've only heard of the one user experiencing the issue.

We are only set for password tokens, so don't understand how it can "lose" the correct token for the user.

Interestingly, the user did mention this morning (after his account had gone wrong again), that the problem only seems to happen when he's connected to the network (and able to sync with our server)... when he's working from home, he never has seems to get the problem  (or the problem doesn't "happen").

Neither the user or PC audit logs in encryption manager indicate anything untoward...

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