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OTP Troubleshooting

Resync/Unlock Hardware Token

Before performing any of these actions, please ensure your system meets our System Requirements. Our System Requirements can be found here. Please follow these steps to unlock/reactivate your OTP Hardware Token:

Step 1.  Go to using Internet Explorer.

Step 2.  Log on to your Exostar MAG account using User ID and Password only.  If prompted for OTP Token code, please click Skip OTP.

Step 3.  Select My Account.

Step 4.  Select Manage OTP.

Step 5.  Click View Details.

Step 6.  Click Resync.

Step 7.  Press the button on the front of the token to generate a digital password.  Enter this number into the One-Time Password One field.  Wait 30 seconds.

Step 8.  Press the button on the token to generate a second digital password.  Enter this number into the One-Time Password Two field.

Step 9.  Click the Resync button.

Possible Error Messages:

Your token is outside of the re-activation window. Contact Exostar Customer Support to reset your token.

NOTE:  If you receive this error message or require further assistance, please contact Customer Support.

Credential Requirement 

If the application requires a credential, log into your Exostar MAG or SAM account with it. You receive a Login Requirements Not Met message when accessing applications secured behind MAG that require an OTP credential and you have not logged in with your registered credential.

Determine Credential Strength

Once you log into your MAG or SAM, account the credential strength (located in the upper, right hand corner of the page) displays Exostar Mobile IDPhone OTP or OTP Hardware depending on what credential you logged in with.

Elevate Credential

If you registered your credential and did not enter the OTP code during MAG login:

Step 1. Go to the My Account tab in MAG.

Step 2. Click the Manage OTP sub-tab.

Step 3. From the Manage OTP section of the page, click Elevate.

Step 4. Follow the steps to complete login.

Step 5. The credential strength (located in the upper, right hand corner of the page) transitions from username and password, to the registered OTP credential type (e.g. Exostar Mobile ID, Phone OTP or OTP Hardware).

Dead battery for OTP Hardware Token

If your token battery dies and your purchase is outside of the 45 day warranty period, you must purchase a new token. Please note the battery should last for a period of three to five years, depending on the number of times you use your token.

OTP Hardware Token displays ERR message 

If your token shows Err or the numbers on the screen are illegible, you require a new token. Please note an OTP Hardware Token is covered under warranty for 45 days from the date of your purchase.

OTP Hardware Token code illegible

If the numbers for your OTP token code display improperly, you require a new token.  Please review the Warranty section of the FAQs page to verify your token is under warranty.

Lost or stolen OTP credential

We recommend suspending the credential. However, if you are sure that it is lost or stolen, please revoke the credential.

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