Unlock Device/PIN Code

Note: This function is not available for ActivID Mini Tokens and SMS tokens.
  1. In the tree in the left pane of the Administration Console, select Help Desk, then search for a user via the drop-down list of LDAP queries. Optionally, enter a User ID or Device serial number in the appropriate field.
  2. Select the user from the Search Results display, then click Help Desk. The Help Desk dialog box is displayed.

  3. Click Unlock PIN Code.

  4. Get the unlock challenge from the user’s device.

    • For ActivID Token or ActivID Keychain Tokens:
      When a locked token is turned on, it computes and displays an unlock request code challenge.
    • For either a smart card or a USB ActivKey:
      When the user reaches the maximum number of wrong PIN codes allowed, a challenge is displayed.
  5. Enter the challenge in the Challenge field of your Help Desk, then click Generate unlock code. The unlock response is displayed in the Unlock code field.
  6. Give the unlock code to the user.

  7. The user uses the response to unlock the device.

    • For ActivID Token or ActivID Keychain Tokens:
      The user presses .
    • For a smart card or USB ActivKey:
      The user enters the response from the Help Desk in the Response field, enters and confirms a new PIN code, then clicks OK.