Otp Troubleshooting - ZyXEL Communications ZyWALL OTPv2 Support Notes

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
Program Files\Aladdin\SafeWord\Installs
(32 bit OS)
Program Files(x86)\Aladdin\SafeWord\Install
(64 bit OS)
(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).

Program Files\Aladdin\SafeWord\Patches
Go to
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)
All contents copyright © 2010 ZyXEL Communications Corporation.
ZyXEL
– ZyWALL OTPv2 Support Notes
s
, launch setup_aua.exe (manually patches AUA
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