Frequently Asked Questions (FAQ) on network operations

Contact CSO Technical Helpdesk

If you can’t login to the NM Protected Applications, please contact the CSO Technical Helpdesk:

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First login with a new token

A new token which has been installed on your system is by default disabled for security reasons.
You have to contact the CSO Technical Helpdesk to enable your token  

How to check the UTC time on your computer?

The RSA SecurID Software token is based on UTC time. Your authentication to NM Protected Applications will only be successful if the UTC time of your PC is set correctly.

To check the UTC time of your PC, go to the following webpage: UTC Time

This page does not show the real UTC time, it calculates to what time the UTC time is set on your local PC, based on your time settings. If the date or time shown does not correspond to real UTC time, change your PC clock or time zone by double clicking the time display on the Windows taskbar.

 

How to Generate your Passcode?
  • Start up the RSA SecurID Software Token.
  • Only for version 3.0.7: Wait until the Software Token generates a new Tokencode to be sure you have sufficient time to login. The tokencode is only valid for one minute. The validity time is indicated by the small dashes at the left-hand side of the numeric display. Each dash corresponds to 10 seconds. When no dashes are visible, the tokencode has expired and you will not be able to login anymore with this code. A new tokencode will be generated automatically within 10 seconds.
  • Enter your PIN code on the Software Token by clicking the numbered boxes (version 3.0.7) on the Software token or via the number keys on your keyboard.
  • Press the ENTER button or click on the little blue arrow (version 4.1.1).
  • Click on ‘Copy!’ in the menu bar of the Software Token (version 3.0.7) or on the ‘Copy’ button (version 4.1.1).
  • Return to the Login screen on your Web browser and paste the passcode into the "Passcode" field. (Click your right mouse button and select "Paste" from the drop-down menu or press CTRL + V simultaneously)
How to login in to NM Protected Applications?
  • Open your Web browser and surf to the NM Homepage.
  • visit the Network operations page through the central button
  • Links to Protected Applications - NOP, NMIR or CCMS Web - are available on the right-hand side of the screen
  • In the UserName field, enter the UserID that has been assigned to you by NM (e.g. p0xxx1).
  • In the Passcode field, enter the Passcode that is generated by the RSA SecurID Software Token after entering your PIN code. See How to generate your Passcode?
    What is the Passcode?
    What is the RSA SecurID Software Token
    What is my PIN Code
    How to generate your Passcode
  • Press the Sign In button. Pay attention to press the Sign In button only once, otherwise our system will see it as a security violation and will reject the passcode you entered.
  • In case you have entered the wrong UserName and/or Passcode, the following message will appear on the Login screen: "HPDIA0201W The client supplied invalid authentication information"
  • Before trying to login again, do the following:
    1. Delete the cookies and temporary Internet files via the Internet options of your Web browser. Close your Web browser and open it again.
    2. Check UTC time of your PC
    3. Enter the correct UserID in the UserName field.
    4. Wait until the Software Token has generated a new Tokencode (version 3.0.7 only) What is the Tokencode
    5. Generate a new Passcode and try to login again How to generate your Passcode?
  • If you tried several times to login, but still fail to connect to the NM Protected Application, contact CSO Technical Helpdesk to guide you through the login procedure.
  • For more information on how to connect to the CFMU Protected Applications: check the Network Manager Connection Guide.
  • For other NM related documents, please refer to the Network Operations Library.

 

I have a new PC, how can I transfer my access to it

Contact directly our Technical Helpdesk (CSO) open 24/7

Login failed, try again?

In case you have entered the wrong UserName and/or Passcode, the following message will appear on the Login screen: "HPDIA0201W The client supplied invalid authentication information"

Before trying to login again, do the following:

  • Delete the cookies and temporary Internet files via the Internet options of your Web browser.
  • Close your Web browser and open it again.
  • Check the UTC time of your PC.
  • Enter the correct UserID in the "UserName" field.
  • Wait until the Software Token has generated a new Tokencode (version 3.0.7 only)
  • Generate a new passcode and try again.

If you tried several times to login, but still fail to connect to the NM Protected Applications, contact the CSO Technical Helpdesk to guide you through the login procedure.


What is my PIN code?

The PIN (Personal Identification Number) code is your personal code, chosen by yourself the first time your token was activated. This is a number between 4 and 8 digits long. If you do not remember your PIN code, you can contact our Technical Helpdesk (CSO) to have it reset.
In case your token is used by multiple users, do not forget to communicate this new PIN code to your colleagues, as the PIN code is related to the UserID.

 

What is the Next Tokencode?

When you try to login and receive the “Next Tokencode” message, you will have to do an extra step in order to login.

Next Token Code

This can happen when someone has tried to login a few times with a wrong Passcode (example wrong PIN used) followed by a correct Passcode. To be sure the Passcode provided was indeed a correct code from your software token, you are requested to provide the Next Tokencode.

When using the RSA version 4.1.1 software:

  • Make sure you are on the main window of the software token (you might have to click the "Re-enter PIN" button).
  • Without entering a PIN, click on "Options" and select "Next Tokencode"

 Next Token Code 4.1.1 1st step

  • When the "Next Tokencode" appears, click on the "Copy" button and paste this into the “Next Tokencode” field on the login page.

 Next Token Code 4.1.1 2nd step

When using the RSA version 3.0.7 software:

  • Without entering a PIN, click on "View" in the menu bar of the Software Token and select "Next Code"

 Next Token Code 3.0.7 1st step

  • When the "NEXT TOKENCODE" appears, click on "Copy!" in the menu bar of the Software Token and paste this into the “Next Tokencode” field on the login page.

Next Token Code 3.0.7 2nd step

What is the Passcode?

The passcode is the combination of your personal PIN code and of the Tokencode. It is generated by the RSA SecurID Software Token after entering your PIN code.
The Passcode is only valid for a short while. You will see the little black dashes (version 3.0.7) or the little blue boxes (version 4.1.1) disappear one by one. Once they are all gone, a new Passcode, which is also valid, will be automatically generated. Only when you see the text ‘PASSCODE’ in the display of the software token, you have a valid code to connect to NM.
If you do not see the text ‘PASSCODE’, all valid Passcodes have expired and you will have to enter your PIN code again.

Shows how tokens look like

What is the RSA SecurID software token?

RSA SecurID software token is a software-based one-time password authentication method of protecting network resources, typically used for remote access. It is a small independent program that runs on the PC and that generates every minute a random number called the token code. The SecurID software licenses are bought from RSA Security Corp, therefore we refer to RSA SecurID rather than Network Management SecurID.

NM supports 2 versions of the RSA Software Token: version 3.0.7 and version 4.1.1. If you are using Windows XP, you can choose to install version 3.0.7 or version 4.1.1 (we recommend version 4.1.1). If you are using Windows Vista or Windows 7, you need to install version 4.1.1.

The 2 versions have a different appearance and work in a slightly different way. Where differences occur, both versions will be explained.

Starting the RSA SecurID Software Token – version 3.0.7

The Software Token program can be started in the same way as any other program running under Windows: Click on Start/Programs/RSA SecurID Software Token/RSA SecurID Software Token.


info display on token 3.0.7

If you have a different view than the one above, click on ‘View‘ in the menu bar of the Software Token and select ‘Token View’. We recommend using the ‘Token View’ mode. The rest of the instructions are taken from the Token View mode.

Starting the RSA SecurID Software Token – version 4.1.1

The Software Token program can be started in the same way as any other program running under Windows: Click on Start/Programs/RSA/RSA SecurID Token/RSA SecurID Token.

info display on token 4.1.1

What is the Tokencode?

The Tokencode is a random number generated by the RSA SecurID Software Token. Every minute a new Tokencode is generated, making the previous one invalid.

Only with version 3.0.7 you can see the Tokencode before entering your PIN code or when the Passcode has expired. The code displayed by the RSA SecurID Software Token mentions ‘TOKENCODE’ in the upper right corner. This code is not valid to get access to the Protected NM application. You will need to enter your PIN code to get a valid PASSCODE

What is the Token Code

In version 4.1.1, the tokencode is hidden, as it is not a valid access code

What is the UserID ? Is my UserName case sensitive?

Your "UserName" or "UserID" is a login name which has been assigned to you by NM. (e.g. p0xxx1).
The UserName is not case sensitive.
In order to obtain your personal UserID, fill out the online Service Request

Where can I learn more about PENS in general?
Where to download the token software?

NM supports 2 versions of the RSA Software Token: version 3.0.7 and version 4.1.1 - see 'What is the RSA SecurID software token?'.
Consult the NM token software download page and download the version of the Software Token you need on your system.
To install the software, follow the corresponding installation procedure as described in the 'Network Manager Connection Guide'.

Who can I contact regarding the Network Operations Terminals (ex- CFMU Terminals)?

Send your questions to Carole Ravet
For a request for service extension, subscribe here

Who to contact for real time technical problems?

The users of NM Operational Services experiencing technical problems (use of tokens or certificates, transmission, terminals) which require immediate corrective action shall contact directly our Technical Helpdesk (CSO) open 24/7
Consult our Contacts page for more details.