Password Manager Product Notification

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Critical Alerts

Important Product Notification
Password Manager 5.5.x and 5.6.1

Problem

Due to changes made within Telesign, the Password Manager phone verification option will cease to function on September 30th.

How does this affect Password Manager 5.5.x and 5.6.1?

On September 30th Telesign will be shutting down all TLS 1.0 verification servers which will cause Password Manager phone verification to fail as it relies on the TLS 1.0 protocol. An error code stating the following will be displayed to Password Manager users attempting to use the verification service:

Failed to send a PIN code. Verify the phone number and try again

This Telesign change impacts all versions of Password Manager 5.5.X as well as 5.6.1.

Resolution

To resolve the authentication issue with Telesign a Password Manager hotfix must be applied. The below lists all currently supported versions of Password Manager and the instructions to resolve the issue.

5.5.1 / 5.5.2
Customers using 5.5.1 and 5.5.2 of Password Manager must upgrade to either the 5.5.3 version or 5.6.1 and then apply the appropriate patch for that version listed below. Release notes and product downloads can be found on the Password Manager Support Portal page.

5.5.3
Customers using version of 5.5.3 of Password Manager should apply the following hotfix which will upgrade the authentication methods used to include TLS 1.2. Please review KB article 157879

5.6.1
Customers using version 5.6.1 of Password Manager should apply the following hotfix which will upgrade the authentication methods used to include TLS 1.2. Please review KB article 157881

Questions or comments

If you need technical assistance regarding this notification, please log a Service Request or use the Contact Support page for other contact methods available.