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OTP Troubleshooting

Resync/Unlock One Time Password (OTP) 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.

OTP credential requirement to access application(s) secured behind Exostar's MAG

If the application requires the credential, you need to 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 you are logged into your Exostar MAG account with your OTP credential

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

Elevate with OTP credential if logged in with username and password only

If you have registered your credential and did not enter the OTP code when completing login, please follow the steps below.

Step 1. From the Home dashboard view, click My Account

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

You need to purchase a new token if your token purchase is outside of the 45 day warranty period. Please note that 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 that 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 FAQs to verify if 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.

Additional OTP Support

Learn more about OTP in the OTP Product section.

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