UW Digital ID - LRA & Help Desk - Unlocking / Enabling a One Time Password Device for a Customer

This document summarizes the process by which a help desk agent or LRA would unlock / enable a locked One Time Password device for a customer.

Customer receives an "Operation not allowed in current state of credential." message

1. Go to https://uwdigitalid.wisconsin.edu/ in your web browser and log in by selecting your campus and entering your institutional login credentials
If you experience problems logging into this page please refer to the following: http://kb.wisc.edu/page.php?id=13942

2. The Additional Login Required page appears

3. Enter your One Time Password to complete your login to the site
If you experience problems logging into this page please refer to the following: http://kb.wisc.edu/page.php?id=33234

4. Perform Identity Verification of the customer by verifying photo, name, and expiration date
Acceptable forms of Identification: UW ID Card, Drivers License, Passport, US Military ID Card (one must be a UW ID)

5. Click Administration from the left hand menu

6. Enter the name of the person you wish to search for

7. Change the Status field to Completed to help filter results then click Search

8. Click on the name of the person to select the desired customer 

9. Once identity has been verified, click the Unlock Device button in the upper right corner

10. A window will appear and ask you to enter the six-digit passcode from the OTP device

11. Enter the six-digit passcode from the OTP device and click the Unlock Device button

12. Device has been unlocked message will appear

13. Inform the customer that their OTP device is unlocked / enabled and can now be used for authentication



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Owner:Steven T.Group:Digital ID
Created:2013-09-17 15:22 CDTUpdated:2015-08-26 09:55 CDT
Sites:Digital ID, DoIT Help Desk, DoIT Tech Store
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