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RSA Token Frequently Asked Questions (FAQ)

How to request an RSA token?
To request an RSA token:

Alternatively, request an RSA token by contacting the IT Help Desk at x8940. Users must specify if they want a software token (available for iOS and Android devices) or hardware token (keyfob). You only need one token and can use it to log in to VPN from any computer or device.


What is an RSA SecurID Token (RSA Token)?
An RSA token is a small hardware device (called a hardware token or keyfob) or a mobile app (called a software token) for logging in to a system using two-factor authentication -- a method in which the user provides two means of identification. At Rockefeller, it is used to log in to VPN. To use the token:

You only need one token. The passcode generated by either token can be used to log in to VPN from any computer or mobile device. For more information about tokens, go to

What happens if my hardware token or mobile device is lost or stolen?

Report lost or stolen RSA tokens immediately by contacting the IT Help Desk at x8940. A replacement RSA token will need to be assigned. Users will need to select a new PIN.

A $50 charge will be applicable for any lost/stolen hardware (keyfob) tokens. There is no charge for a lost/stolen software token.

How do I opt back in to VPN if I previously opted out?
If you previously had a VPN account but were opted out because you did not request an RSA a token, you can opt back in by calling or visiting the Help Desk and submitting a request for a hardware or software token. You will be able to access VPN once you have activated your token.

How long does it take to get an RSA token?
It takes 3-5 business days to assign a token once it has been requested.

How do I setup my RSA token and PIN?
Full setup instructions are available in the RSA Token Initialization and Usage Guide.  A link to these instructions is sent via e-mail when the token is assigned.

What is a valid PIN?
A valid PIN must have between 6 and 8 numbers and cannot start with a zero. Do not reuse a previous PIN; you must create a new one. Do not use repeating numbers (ex: 111111) or consecutive numbers (ex: 12345678 or 87654321) for PINs; these may be easily guessed or obtained via shoulder surfing.

How do I setup my PIN?
To setup your PIN:

When does my PIN expire?
Your PIN is valid for 1 year from the date it is set. After the PIN expires, a message will display the next time you use VPN and prompt you to create a new PIN. To set your new PIN, it is best to use a web browser and go to; the site will guide you through the steps. Do NOT re-use an old PIN. Do NOT start your new PIN with a ‘0’

Users who receive this message when establishing a VPN connection on a PC/Mac computer will need to select a new PIN.   Users may also set a new PIN by opening a web browser and going to the VPN web portal at  Upon logging in, users will receive a message to select a new PIN.

Pulse Secure PIN Expiration Message

For how long is the software token activation link valid?
When your software token is assigned, you will receive an e-mail with setup instructions and a link to activate the RSA SecurID application. The link is valid for 7 days from date the e-mail was sent. 

What if I have a problem logging in?
The most common problem is entering the wrong PIN. The token will still generate a passcode even if you enter the wrong PIN, but the passcode will not work.

If you continue having trouble logging in, contact the IT Help Desk at x8940 and request a PIN reset.

What if I forget my PIN?
If you forget your PIN you will need to come to the IT Help Desk with your RU ID card during normal business hours to have your PIN cleared and a new one created. PIN numbers cannot be reused.  If you cannot come to the IT Help Desk, contact the IT Help Desk at x8940 for alternative options.

What happens if I get a new mobile device/phone?
If you get a new or replacement device, you can reinstall RSA SecureID from your app store or restore it from your phone's backups, but you will need request a new activation link from the IT Help Desk at x8940.  To avoid delays, you must specify the type of new device/phone you now have.  This is to prevent an attacker from accessing your token if your backups are stolen. Your PIN will remain the same. The token will no longer work on your old device once you activate the app on your new device/phone.   To avoid loss of VPN access, please contact the IT Help Desk a few days in advance of when you will get a new mobile device/phone, if possible.    Requests for new activation links may take up to 2 business days.

Can you have more than one RSA token?
Users may request either one software token or one hardware token (keyfob). Once the activation link has been used on one device it will not work on another.


How to request an RSA token?To request an RSA token:Log into the RUNet Account Management website at http://runet.rockefeller.eduClick Manage Your Account and then log in.Click Request RSA Tok