OPERATIONAL DEFECT DATABASE
...
...
Logging in to RSA SecurID on UAG, you see the error: Your username or passcode is incorrect RSA AM Authentication Monitor reports error: Authentication method failed, passcode format error A VERIFY_ERROR is returned from the RSA AM Server. The/opt/vmware/gateway/logs/authbroker.log file reports the error: 12/21 21:35:07,219[tomcat-http--16]INFO securAdapter.SecurIDIdpAdapter: SecurID Authentication response for user: xxx, response-code: FAIL reason-code: VERIFY_ERROR. The user will see this as in the following error dialog with Horizon Client. The /opt/rsa/am/server/logs/imsTrace.log file on RMA AM reports the error: Cannot locate the agent record for the specified name: <hostname> Error when fetching Agent with agentName <hostname>
This issue occurs commonly when the user has entered the wrong username or passcode.In addition, there can be several other causes when VERIFY_ERROR is returned. If you do not see any reason mentioned in the RSA Authentication Monitor during an authentication attempt, then it may be related to Agent registration. There is a mismatch in the hostname of the Agent record configured on RSA AM and the agent hostname of UAG.Agent configuration representing the UAG appliance is not configured correctlyDNS resolution is not set up on RSA AM Server
To resolve this issue:Ensure that the Hostname of the UAG Connector Instance name configured in the UAG RSA SecurID settings matches the Hostname configured in the Agent settings on RSA Authentication Manager.Note: The hostname specified can be an unqualified hostname (uag1), a fully qualified hostname (uag1.example.int) or an IP address (10.1.2.3).Ensure that the UAG configuration and RSA Authentication Manager configuration both match and use a consistent value.For Example: An FQDN on the UAG and an IP address on the RSA Authentication Manager will not function properly.
Troubleshooting Unified Access Gateway Configuration for Horizon RSA SecurID Authentication
Click on a version to see all relevant bugs
VMware Integration
Learn more about where this data comes from
Bug Scrub Advisor
Streamline upgrades with automated vendor bug scrubs
BugZero Enterprise
Wish you caught this bug sooner? Get proactive today.
