ZyXEL
– ZyWALL OTPv2 Support Notes
All contents copyright © 2010 ZyXEL Communications Corporation.
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5. OTP Troubleshooting
This chapter lists the guideline for troubleshooting during different stages:
(1)
Installation: If the installation fails, please check:
Does target system meet all pre-requisites/requirements?
Check the install.log file which can be found in
(32 bit OS)
Program Files\Aladdin\SafeWord\Installs
(64 bit OS)
Program Files(x86)\Aladdin\SafeWord\Install
s
(2)
Activation:
If manual activation fails, please confirm that only the file named key.html is being used.
Try to restart the Administrator server, Authentication engine and ADUC.
If the server still doesn’t work, please contact ZyXEL support with the activation key and error
message.
(3)
Server update: If auto updater fails with error message “Error verifying signature: Class not registered”
Please run existing Auto Updater (which will fail).
Go to
Program Files\Aladdin\SafeWord\Patches
, launch setup_aua.exe (manually patches AUA
to newest version).
(4)
Authentication:
If authentication fails:
Verify proper entry of token password.
Check has token been imported?
Verify match between token serial number and serial number of token assigned in user record
Verify user properly entered their user name at login
Confirm the IP address of the SafeWord server is correctly entered on the proper Authentication
Settings field of the Administration window
If authentication is successful, but access is denied:
Check user access privileges.
Check user status (account expired / locked, etc.).
Is user role correct?
Does user’s role point to the correct ACL?
Does ACL entry restrict access to the requested resource?
(5)
Import token fail: If all/some import records are rejected:
Check to see if the authenticators had been previously imported (the Event Viewer in ADUC,
check by event type)
