Knowledgebase
Deepnet: At each application launch, a new OTP is requested.
Posted by David Saliba on 17 March 2010 03:34 PM

Problem

One user keeps getting asked to enter OTP at each application launch.

Possible Causes

  1. The user is working through Web access portal prior to 8.0.829
  2. There is some other process interfering with the update of the token / session file creation and update.

Possible Solution


If user logging in through Web Access portal Upgrade portal and clients to a version equal to or later than 8.0.829.

If the user is not using Web Portal :


REGISTRY MODIFICATION DISCLAIMER

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The following recommendations from our support team come tested and verified to best of our knowledge but please read the following carefully before undertaking any of the following Microsoft Windows registry modifications.


It is always recommended that you take a backup of the Registry before editing any of the values because any improper editing can cause strange behavior and at worst could even corrupt your operating system completely,requiring you to re-install or repair Windows causing inconvenience and downtime. Damage, failure or performance degradations caused directly or indirectly by tampering with the Microsoft Windows registry of a machine or VM is sole responsibility of the administrator of said machine. Also verify the registry settings and compare with your version of Windows.

-------------------------------------

END REGISTRY DISCLAIMER

Try the following procedure please? (make sure that the user is only logged on from a single machine when doing this operation)

  1. Uninstall client as administrator from machine.
  2. Run the following registry command as administrator from a command prompt : reg delete HKEY_LOCAL_MACHINE\SOFTWARE\2X
  3. Re-logon using the user having the problem and run the following command : reg delete HKEY_CURRENT_USER\Software\2X
  4. Reboot machine.
  5. Re-install client.

If problem persists check Deepnet audit file and see the reason the user's OTP is being rejected.
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