Knowledge Base

Knowledge Base

Developed over the years by our dedicated Technical Support Team, VASCO’s rich and ever-expanding Knowledge Base contains resolutions to known support issues. VASCO’s Technical Support Engineers and partners consult daily for Root Cause Analysis and rapid incident resolution.

Search VASCO's Knowledge Base to find the information you need. This online database puts support resources at your fingertips, including "how-to" documents, whitepapers, known issues, documentation, patch information, problem reports, and common error messages for all VASCO products.

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August 14, 2015
How to

KB_1600073: How can I recover an Administrator account?  KB_1600073: How can I recover an Administrator account?

You have forgotten the password to the IAS administrator user or it has become locked. You can rescue the administrator account or create a new full administrator from the IAS Maintenance Wizard
August 14, 2015
How to

KB_1600072: Workaround for slow webadmin due to high number of AD Groups – step by step  KB_1600072: Workaround for slow webadmin due to high number of AD Groups – step by step

If the IDENTIKEY Authentication Server (IAS) Policy is configured to use Windows Group Check and the Active Directory environment has many AD groups this may lead to slow loading time for the User section of the Policy within the IAS Webadmin.
August 14, 2015
Bug

KB_150152: VACMAN Controller for Safenet HSM - VASCO code signing certificate expiration.  KB_150152: VACMAN Controller for Safenet HSM - VASCO code signing certificate expiration.

The VACMAN Controller for Safenet HSM is provided with a signed VC FM Module (aal2sdk.signed file) signed by VASCO. The corresponding VASCO Code signing certificate is necessary to upload the signed module. The VACMAN Controller for Safenet HSM is also provided with the VASCO Code signing certificate (vascosigningcert_xxxxxxxx.crt file) that is valid at the time of the release. Since Safenet firmware version 3.20.00 for the ProtectServer HSMs, and for all the ProtectServer2 HSMs, the HSMs now reject uploading a signed FM module if the corresponding certificate has expired: The verification Certificate is out of date Check the START_DATE and END_DATE attributes of the Cert object Consider changing the RTC of the HSM Error : Key or Cert is out of date or expired
August 14, 2015
Bug

KB_150151: VACMAN Controller for nCipher HSM - Communication issue of the key management tool with a hardserver 11.70 or higher.  KB_150151: VACMAN Controller for nCipher HSM - Communication issue of the key management tool with a hardserver 11.70 or higher.

On Unix platforms (Linux, AIX, Solaris SPARC…), the location of the TCP communication socket used by the hardserver has changed in hardserver version 11.70 and higher. (hardserver installed with the Thales nCipher support software, Thales CipherTools or Thales Codesafe toolkit). The Unix versions of key management tool (manager) provided with the VACMAN Controller for nCipher HSM comply with the TCP communication sockets of previous version of the hardserver (prior 11.70). On Unix platforms where hardserver 11.70 or higher is running, the manager may fail due to communication issue with the hardserver: “Open session error : 603 -> Error NFastApp Connect”..
August 14, 2015
How to

KB_140147: Domain authentication error on DIGIPASS Authentication for Citrix StoreFront in combination with Citrix Netscaler.  KB_140147: Domain authentication error on DIGIPASS Authentication for Citrix StoreFront in combination with Citrix Netscaler.

Domain authentication error on DIGIPASS Authentication for Citrix StoreFront in combination with Citrix Netscaler.
August 14, 2015
How to

KB_120209: How To get a notification when a user gets locked in IDENTIKEY Authentication Server.  KB_120209: How To get a notification when a user gets locked in IDENTIKEY Authentication Server.

This article explains how an administrator can get notified by SMS, Email or SNMP, of an event in IAS. In the example used here, we configure IAS to send an SMS when a user gets locked.
July 10, 2015
How to

KB_190003: Integrating the Image Scanner SDK with Android Studio.  KB_190003: Integrating the Image Scanner SDK with Android Studio.

Chapter 3.2 of the DP4APPS Integration guide explains how to integrate the Image Scanner SDK with Android using the Eclipse software. This Article explains how to do it with Android Studio.
July 10, 2015
How to

KB_190002: DIGIPASS Gateway: Failed to verify device code / Challenge corrupted.  KB_190002: DIGIPASS Gateway: Failed to verify device code / Challenge corrupted.

After you’ve entered the device code in the DIGIPASS Gateway and clicked submit, you receive the error “Failed to verify device code”.
July 10, 2015
How to

KB_190001: DIGIPASS Gateway shows an empty screen after login.  KB_190001: DIGIPASS Gateway shows an empty screen after login.

After a successful installation of the DIGIPASS Gateway with option “deploy DP760/DP4M Classic or Premium Edition”, you are able to open the D DIGIPASS Gateway website. After clicking the Submit button of the login page it shows a blank page instead of showing the activation image(s).
July 10, 2015
Patch Info

KB_180005: Applying IAS 3.6.1 patch fails when the installer is on a network drive.  KB_180005: Applying IAS 3.6.1 patch fails when the installer is on a network drive.

Applying the IAS 3.6.1 patch fails when the patch installer is on a network drive. The error produced is: This update package could not be opened. Contact the application vendor to verify that this is a valid Windows Installer update package.
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