The case portal is once again fully operational, and customers are able to successfully view, create and manage their support cases from within RSA Link. The known issues have been addressed by RSA and Khoros.
Thank you for your patience during this difficult transitional period and look forward to working with you in the future to continuously improve the RSA Link platform and its features.
Posted Mar 22, 2021 - 15:22 EDT
Update
The Case Portal issue is still being impacted but a root cause has been identified as a core platform issue and is being investigated with urgency by Khoros. In the meantime, a notification banner has been added to the Case Portal which provides multiple other avenues for opening cases that can be leveraged while this issue is ongoing.
Posted Mar 03, 2021 - 17:17 EST
Update
The single sign-on issue is no longer occurring and affected users have confirmed that they are able to log in successfully. The issue will be monitored so that any root cause that is identified can be more permanently resolved.
Posted Mar 02, 2021 - 17:21 EST
Update
Some users are reporting the inability to open new support cases via the RSA Link Case Portal and are seeing the following error upon submitting their case information: "Correct the highlighted errors and try again. Case creation failed. Try again later."
This issue is being actively investigated with the vendor in order to mitigate it as quickly as possible.
In the meantime, users who were registered for RSA Link prior to February 18th can continue to utilize the legacy case portal (https://rsaportal.force.com/customer/500/o) until the issue has been fully resolved.
Posted Mar 02, 2021 - 16:10 EST
Update
Users are currently reporting single sign-on errors while attempting to log in to RSA Link or myRSA. Some users are seeing a 502 Proxy Error page, while others are appearing to authenticate successfully but then arriving at an error page within RSA Link with the following text in the URL: ERROR_MESSAGE=Exception+encountered+at+the+top-level+of+the+profile+bean%3A+Cannot+find+an+association+based+on+the+EntityID+that+was+passed+in
This incident is being actively investigated in order to get resolved as quickly as possible. We apologize for the inconvenience.
Posted Mar 02, 2021 - 16:04 EST
Verifying
The RSA Link migration to its new platform was successful. There are still post-migration stabilization tasks that need to be performed which will be addressed over the next several days including over the weekend.
The single sign-on (SSO) issue that was occurring has been resolved and all affected users who reported the issue have confirmed that they are able to log in and out as expected.
Posted Feb 26, 2021 - 14:39 EST
Update
Users are reporting that an error message is being displayed when logging in to RSA Link. This issue is being actively investigated and is expected to be resolved very soon. We apologize for the inconvenience.
Posted Feb 26, 2021 - 14:16 EST
Update
The Single Sign-On (SSO) for the new platform is fully functional and users are able to authenticate using their existing RSA Link credentials.
However, logging out of RSA Link is currently displaying a "Not Found" after the logout takes place. This is being actively addressed and will be resolved shortly.
Posted Feb 26, 2021 - 11:32 EST
In progress
Scheduled maintenance is currently in progress. We will provide updates as necessary.
Posted Feb 26, 2021 - 09:22 EST
Scheduled
RSA Link is actively being migrated to its new platform.
However, as the related changes must be propagated through multiple servers, systems, etc., it is likely that you may see intermittent accessibility issues such as certain pages not loading correctly, the wrong URL being displayed, the login functionality not behaving as expected, etc.
This is all expected behavior in the wake of the changes taking place and they will subside shortly.
Thank you for your patience and we apologize for any inconvenience.
Posted Feb 26, 2021 - 09:21 EST
This scheduled maintenance affected: Registration Portal, Single Sign-On and RSA Link (Case Portal, Core Website / Platform, Email Notifications).