Error Handling in Orchestration (Legacy)

Orchestration errors

Invalid Request ID

System error

Online activation

In versions OneSpan Cloud Authentication December Release - 22.R4 and later, this error occurs for remote transaction verification, when the set time limit (default: 60 seconds) is exceeded.

In versions OneSpan Cloud Authentication August Release - 22.R3 and earlier, this is specified as an orchestration transaction error (error code –8006) in the client (mobile) side of the Orchestration SDK.

Unable to generate ephemeral key during activation step 1.

System error

Online activation

In versions OneSpan Cloud Authentication December Release - 22.R4 and later, this error occurs in the following situations:

1. The user requests an activation password (via the POST /users/register endpoint), enters an expired activation password, and at the same time receives a new requested activation password.

2. The user enters an incorrect activation password but the password checksum passes.

In versions OneSpan Cloud Authentication August Release - 22.R3 and earlier, this is specified as an unknown orchestration error (error code –8000) in the client (mobile) side of the Orchestration SDK.

Unable to find registration code in Shared Cache

System error

Online activation

In versions OneSpan Cloud Authentication December Release - 22.R4 and later, this error occurs in the following situations:

1. The user requests an activation password (via the POST /users/register endpoint), receives the activation password, and enters it after it has expired.

2. The user enters an invalid user name.

In versions OneSpan Cloud Authentication August Release - 22.R3 and earlier, this is specified as an unknown orchestration error (error code –8000) in the client (mobile) side of the Orchestration SDK.

An unknown error has occurred.

System error

Online activation

An assigned authenticator gets unassigned during a remote authentication operation.

In versions OneSpan Cloud Authentication December Release - 22.R4 and later, this error occurs when the following sequence of events takes place:

1. The user requests an activation password (via the POST /users/register endpoint).

2. The user receives the activation password but does not use it as is.

3. The user requests a new password (again via the POST /users/register endpoint).

4. The user enters an old activation password (that is still within the previous grace period).

Could not process encrypted message

System error

Online activation

Failed to encrypt data

System error

Online activation

The registration session was not found

System error

Online activation

Failed to parse command

System error

Online activation

Push Notification with invalid orchestration command received.

Unable to generate activation message during activation step 2.

System error

Online activation

Unable to add device during activation step 3.

System error

Online activation

Unable to find an element during activation step 3.

System error

Online activation

Unable to activate device during activation step 4.

System error

Online activation

Unable to find an element during activation step 4.

System error

Online activation

Unable to find an element during register notification.

System error

Online activation

Unable to send remote authentication.

System error

Remote authentication

Unable to send remote transaction.

System error

Remote transaction

Unable to find an element during check mobile event.

System error

Online activation

Unable to find an element during encryption of response command.

System error

Online activation

Unable to encode mobile response.

System error

Online activation

The authenticator limit has been reached

Business error

• Online activation

• Login

• Authentication

• Transaction

multi-device activation - a user activates a mobile device that uses Orchestration SDK too often.

For more details, see Restrict the number of authenticators assigned per user.

The maximum number of authenticator instances that can be activated based on the given license has been exceeded. Please contact your admin to reset the activation count

Business error

Online activation

This error occurs when the number of activation attempts exceeds the threshold of allowed attempts.

However, this message no longer occurs with the September 2021 update.

User is disabled

Business error

• Online activation

• Login

• Authentication

• Transaction

The user is disabled during remote authentication and remote transaction

Authentication failed

Business error

• Online activation

• Login

• Authentication

• Transaction

The authenticator application is deactivated during remote authentication and remote transaction (Secure Channel online or Challenge/Response offline)

User account not found

Business error

• Online activation

• Login

• Authentication

• Transaction

An invalid user ID is provided during login, remote authentication or remote transaction

User is locked

Business error

• Online activation

• Login

• Authentication

• Transaction

The user is locked due to inactivity during a longer period.

Number of activation attempts exceeds number allowed

Business error

Online activation

multi-device activation - a user activates a mobile device that uses Orchestration SDK too often but no authenticator instances are available.

No authenticators available

Business error

Online activation

multi-device activation - a user activates a mobile device that uses Orchestration SDK too often but no authenticator instances are available.

Authenticator not supported

Business error

Online activation

An invalid authenticator type is provided.

Static password has expired

Business error

Online activation

This error occurs when a user provides an expired static password when they request an activation password (via the POST /users/register endpoint).