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TwAnKiEs
09-18-2009, 09:28 AM
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1285E8 (from Kristoph Minchau)
I had a ticket come in from a Very Important User: a member of the Board of Directors. The problem was that he could no longer access the Citrix server. Looking at it, I determined that we simply needed to resynchronize his RSA security token.

After calling him up, I asked him to please tell me "what numbers are currently displayed on the front of the token?"

"1285E8"

"What?"

"1285E8"

"Ah... can you tell me that again?"

"1...2...8...5...E - E as in Edward...8"

"Are you sure that is an 'E'?"

"Yeah, it's definitely an E"

"Um... there are only supposed to be numbers on the token. No letters."

"Well I'm reading it right her and it says: 1...2...8...5...E...8"

Thinking that it might be a broken LCD on the token I tried 128588 and 128538, both which didn't work. I thought it might also be a one time problem with the token, so I said, "Ok. We will wait till it changes, and I'll have you read me back the next number."

After 30 seconds, "Ok. It changed. The new number is: 12h851"

"What?"

"12h851 that is: 1...2...h - H as in House...8...5...1"

"Um....ok....?" I wasn't exactly sure what to do, short of physically replacing the token.

Fortunately he realized what was going on before I had to say anything else:

"Oh! I got it now!... I was holding it upside down! The number is 128451."

"128451... That works a whole lot better."

That's about the point you start wondering about who is running your company.