Using Your New Authentication token
SafeNet (formly: SafeWord) Platinum authentication tokens are programmed with an initial PIN. SafeNet Support will provide you with a default PIN number before your initial login. When you turn the authentication token on the first time it will say ENTER PIN (or EP). Enter the default PIN as provided in the documentation that came with your authentication token. It will then prompt NEW PIN. Enter a new 4 digit PIN of your choice. It will request that PIN again, if entered correctly the new PIN will be set and the authentication token will output the message “SUCCESS”. If entered incorrectly the second time it will start again with NEW PIN. Once the PIN has been successfully changed the authentication token will generate a password. To get additional passwords you can press the Ent button as many times as needed. The authentication token will automatically power off after several seconds of inactivity; once it does that you can turn it on again and enter your newly set PIN again for additional passwords at any time.
The SafeNet authentication token and SafeNet server always know what password is next based on the last password successfully used. If for any reason the authentication token is allowed to generate 10 unused passwords consecutively, the server will no longer be synchronized to the authentication token. If this ever happens re-synchronize the token by entering a new password twice in a row. The SafeNet service has an anti-hacking mechanism. Multiple unsuccessful authentication attempts will cause the attack lock to be enabled for a user. This will reset automatically after 30 minutes.
Troubleshooting Authentication Problems
The SafeNet service rarely has problems that a user cannot resolve on their own. Most commonly a user unknowingly enters the wrong PIN by accidentally pressing the wrong button. If you find you cannot authenticate to the server here are the steps to follow to resolve the problem:
Turn off the authentication token, turn it back on, enter your correct PIN. Use the resulting password twice in a row to login. This does several things. First, it insures you didn’t type a PIN wrong. Second, it re-synchronizes the server and your authentication token. Third, it creates two sequential log entries on the server at the same time so the service administrators can easily find log messages for the failed authentication attempts.
If the above fails to authenticate you then your account may have been attack-locked. You should wait a minimum of 35 minutes and then try the above procedure again.
A few users utilize SafeNet authentication for services like email (IMAP/POP) or web pages. If you have recently provided a SafeNet generated password to a mail or web client then that program may still be trying to use that password to re-authenticate you to a service. Such automated use can easily (and quickly) result in an attack-lock being placed on your token authentication token. Make sure no such programs are trying to authenticate for you. Disable anything you find that could be doing this and wait 35 minutes and try step 2 again. If you still fail to get in you should submit a support request.