- Determine if this is a token hardware failure.
If the answer is Yes to any of the next questions, refer to the steps described in One Identity Knowledge Article SOL45444 “Defender token failures”.
- Does the token only display 000000?
- Is the token display blank when the token button is pressed?
- Is the token display intermittent?
- Does the token display the same number every time? Note that the number is set to change every 36 seconds.
- Does the token display batt x, where x indicates the number of months the battery has left?
If the answer to the above questions is No, go to the next step.
- Does the token display dp G0 7 before a number is displayed?
If so, this means the token is set to display it’s type, that is, DIGIPASS GO 7, before the number. This is not an error. Ask the user to log on with the number displayed. If this is not successful, go to the next step.
If a six digit number is displayed immediately, go to the next step.
- If a token number is displayed as expected, but logon fails, further investigation within Defender and Active Directory may be required.
Gather and record the following information:
- Has the user ever successfully logged on with this token, if so, when was the last time the user successfully logged on with the token?
- What are the user ID and the token serial number?
- What is the error the user sees when they try to log on?