I had a call yesterday from someone trying to logon to the network through VPN. The process is to enter user name and password then the Vasco token generates a 6 digit passcode that needs to be entered. He insisted that the passcode was wrong and not his password.
I reset his password for him and told him to try again with the passowrd I gave him 'abc123'.
He still could not get connected, kept balming on the passcode.
At that point, I told him to go slow, screen by screen what is he seeing:
SC: Enter user name and password
Me: OK, put in your ID and then password, all lower case letters "abc123"
SC: now it wants the passcode
Me: Enter the 6 digit number off the token
SC: Say's invalid passcode
Me: Does it say invalid password or passcode?
SC: oh, it says password
Me: Let's start over, reboot the machine
SCk back to the logon, (whispers his username and then the passowrd I gave him....abcd123)
Me: NOT abcd123, abc123
SC: Oh, I thought you had a d in there
Me: Ok put in ABC123
SC: It tells me it's expired
Me: That's what we needed, now it will prompt you to pick a new password.
After going through getting him back on he did apologize for not listening
I reset his password for him and told him to try again with the passowrd I gave him 'abc123'.
He still could not get connected, kept balming on the passcode.
At that point, I told him to go slow, screen by screen what is he seeing:
SC: Enter user name and password
Me: OK, put in your ID and then password, all lower case letters "abc123"
SC: now it wants the passcode
Me: Enter the 6 digit number off the token
SC: Say's invalid passcode
Me: Does it say invalid password or passcode?
SC: oh, it says password
Me: Let's start over, reboot the machine
SCk back to the logon, (whispers his username and then the passowrd I gave him....abcd123)
Me: NOT abcd123, abc123
SC: Oh, I thought you had a d in there
Me: Ok put in ABC123
SC: It tells me it's expired
Me: That's what we needed, now it will prompt you to pick a new password.
After going through getting him back on he did apologize for not listening
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