Please insert smartcard (RSA token is not detected if the token is plugged into the USB port after preboot has loaded)

Technical Articles ID: KB74888
Last Modified: 2023-04-28 12:09:37 Etc/GMT

Environment

Drive Encryption (DE) 7.x

RSA SID800 Tokens

For details of DE 7.x supported environments, see KB79422 - Supported platforms for Drive Encryption 7.x.

Problem

Authentication fails when using an RSA SID800 token.

After the user types the required username, inserts an RSA SID800 token, and types the Personal Identification Number (PIN), the following message displays:

Please insert smartcard

The message displays each time the user types the PIN, even though the token is inserted.

Cause

This issue occurs because of a timing issue with RSA SID800 USB firmware version 1 or earlier.

Solution

Upgrade the RSA SID800 token with USB firmware version 3.5 or later.

As a temporary measure, implement the workaround below.

Workaround

To work around this issue, perform one of the following actions:

Only insert the token when prompted for the PIN, and then type the PIN.
Insert the token before the preboot screen loads.

Related Information

Test Case 1:

Install and activate DE on the client using software encryption.
Assign an RSA store value user to the client and create the corresponding User based Policy (UBP) on the server.
Sync up the policy on the client, leave the token unplugged, and restart.
Make sure that the RSA token is not plugged in. At PBA, type the username.
Leave the token unplugged when typing the PIN.
When prompted with the message please insert smartcard, insert the token and then click OK.

Actual Results:
The user is repeatedly being prompted for please insert smartcard, even though the token is plugged in.

Test Case 2:

Install and activate DE on the client using software encryption.
Assign an RSA store value user to the client and create the corresponding UBP on the server.
Sync up the policy on the client, leave the token unplugged, and reboot.
Make sure that the RSA token is not plugged in. At PBA, type the username.
When prompted for the PIN, insert the token, and then type the PIN.

Actual Results:
Token authenticated.

SUMMARY
The only difference between both test cases is the point where the token is inserted.

Affected Products

Languages:

This article is available in the following languages:

Knowledge Center

Please insert smartcard (RSA token is not detected if the token is plugged into the USB port after preboot has loaded)

Environment

Problem

Cause

Solution

Workaround

Related Information

Affected Products

Languages:

Title

Title

Knowledge Center

Please insert smartcard (RSA token is not detected if the token is plugged into the USB port after preboot has loaded)

Environment

Problem

Cause

Solution

Workaround

Related Information

Affected Products

Languages:

Choose your region

Title

Title