How to deal with Defender hardware token failures (4263785)

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.

Token Returns

Please return/ship your tokens to the Shipping center (address 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 purchased from One Identity.

Include the following information:

Contact name:
Email Address:
Phone Number:
Company Name:
Your Shipping Address:
The version of Defender (i.e. 5.11, 6.1, 6.2): 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?