This article outlines how to deal with Defender hardware token (e.g. GO 6, GO 7) failures. How do you RMA a faulty hardware token?
If you are an end user: please contact the Defender administrator within your organization, describing the symptoms you are experiencing.
If you are a Defender administrator, determine the nature of the failure:
- Six digits are displayed but authentication is unsuccessful. Refer to Knowledge Article 45446, Defender token failure troubleshooting steps.
- The token displays 000000 or unusual characters - refer to "Token Returns" below.
- There is no display, or display is intermittent - refer to "Token Returns" below.
Please return/ship your tokens to either your One Identity sales representative or the Shipping center (addresses below) to request a replacement. Please use a padded envelope for the shipping so the tokens are protected. The tokens will be checked then the replacements shipped back.
Please note, there is a 3 year warranty limit on Go-6 & Go-7 tokens, and a 2 year warranty on Yubikeys
Include the following information:
Your Shipping Address:
The version of Defender (i.e. 5.8, 5.7).: To find this information please go into Active Directory Users and Computers, select the Defender OU, select the "Defender" menu and click "About".
Shipping Center address:
Note: if you have an urgent need to replace a single token, please refer to Knowledge Article 45445, How do I get an urgent replacement for a failed hardware token?
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