on May 8, 2017Article Content
| Article Number | 000035137 |
| Applies To | RSA Product Set: RSA Link (community.rsa.com), myRSA (my.rsa.com) Platform: Google Chrome, Microsoft Internet Explorer, Microsoft Edge, Mozilla Firefox |
| Issue | On occasion, RSA Link users will see an “Agent Integration Error” message on their browser after successfully authenticating to RSA Link or myRSA. |
| Cause | The “Agent Integration Error” is at times caused by a JavaScript issue. If so, it is a problem with the user's browser and not the firewall or network permissions. The first recommendation is to clear the browser’s cache and cookies, and then trying to log in again. If you are using an IE browser and it doesn’t cooperate, please try Firefox or Chrome. In most cases, the Agent Integration Error is caused by a problem on the user’s side. Something in their network (incorrect configuration on a web proxy, etc.) may be interfering with the secure connection. RSA does not have any visibility into the user’s system and therefore will not be able to pinpoint the cause of the issue. If the user tries Firefox, they may see a Firefox error “connection not secure”, which can be caused by several things. While it can be caused by a problem on the RSA Link side (like the error says), this is usually not the case and generally the cause is the same network-related issue as with the IE and Chrome failures. This can be verified by the user accessing RSA Link (https://community.rsa.com) from a machine outside their company’s network. If it works then it can be concluded the issue is something within the company’s environment for that user. They would then need to work with their internal IT department to troubleshoot the issue. RSA Link Login ProcessThe steps below describe the login process for RSA Link.
This last example (network configuration issue) seems to be the most common. Users can verify it by accessing the RSA Link website from outside their company’s network. If it works properly from outside then this confirms that the problem is somewhere within their network. It is important to note that the redirect only occurs on the user's end and therefore no logs are captured by RSA to report the issue. RSA has no systemic visibility into these failures and is unable to detect when they are experienced by users. |
| Resolution | In order to resolve the networking issue that results in the Agent Integration Error, the user should contact his or her IT service desk and request that the network security team whitelist the rsasecurity.com and rsa.com domains so that traffic for the authentication process will be uninterrupted. |
| Workaround | A workaround exists which will allow the user to log in while their IT department troubleshoot the root issue. This workaround is to log on by using the Need to Token Authenticate? link on the login page. The token authentication process does not use the automatic redirect and therefore the user will not be affected by the "Agent Integration Error" issue. There are two options for using this token process:
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| Notes | If the Agent Integration Error only displays when using Microsoft Internet Explorer but does not occur when using other browsers such as Google Chrome or Mozilla Firefox on the same network, then refer to the following article: RSA Link displays an "Agent Integration Error" when attempting to log in using Internet Explorer 11 |