Symantec VIP detailed user guide

Symantec VIP Detailed User Guide

Symantec VIP Detailed User Guide Revision 4-Jun-15 Dana Holding Corporation

Symantec VIP Detailed User Guide

Contents

Introduction to Multi-Factor Authentication & Symantec VIP ..................................................................... 4
Dana applications that use Symantec VIP................................................................................................. 4

Choosing the best type of token for you ...................................................................................................... 4
Detailed Instructions..................................................................................................................................... 5

Mobile Device Soft Token ......................................................................................................................... 5
Downloading the Symantec VIP Access App.................................................................................................5
Registering a Mobile Device Soft Token .....................................................................................................12
Test the Mobile Device Soft Token .............................................................................................................16

Computer Soft Token.............................................................................................................................. 18
Installation for Dana Computers.................................................................................................................18
Installation for Non-Dana Computers.........................................................................................................18
Registering a Computer Soft Token ............................................................................................................22
Test the Computer Soft Token....................................................................................................................25

Hard Token.............................................................................................................................................. 26
Obtaining a Hard Token ..............................................................................................................................26
Registering a Hard Token............................................................................................................................27
Test the Hard Token....................................................................................................................................30

Frequently Asked Questions ....................................................................................................................... 31
Q. What happens if I do not have data to receive the phone notification? ........................................ 31
Q. How do I use a Hard Token or a Computer Token in the VPN? ....................................................... 31
Q. I have installed the token and cannot successfully log into the CheckPoint VPN. What is going
wrong? .................................................................................................................................................... 32
Q. Can I register multiple tokens? ......................................................................................................... 32
Q. If I am not a Dana employee do I need to have IT Service Desk install the Computer Token? ...... 32
Q. Can I install the VIP Access app on my personal phone? ................................................................. 33
Q. What if I cannot access the Self Service Portal?............................................................................... 33
Q. Can Dana use my token to access my personal accounts and information stored on my phone? 34
Q. Can I use my Dana token as a security feature on another website? ............................................. 34
Q. I am a contractor, why am I no longer able to authenticate when I enter my email address
([email protected]) in the username field? ..................................................................... 35
Q. Can I still use my old RSA or SafeWord token as a backup? ............................................................ 35

Please contact the IT Service Desk if you have any issues.
Check out the Frequently Asked Questions by Clicking Here or by turning to page 30

2

Symantec VIP Detailed User Guide

Q. Symantec VIP Self Service Portal says there is no email or phone number options available to
receive a temporary security code for sign-in....................................................................................... 35
Q. I have a mobile device that is not Android or Apple. Is there a way I could use Symantec VIP
tokens? ................................................................................................................................................... 35
Q. Every time I open VIP Access on my android phone I get an “Internal Error.” How do I fix this?.. 36
Q. I am not receiving notifications on my phone from Symantec VIP. How do I fix this?................... 36
Q. I have a Blackberry/Windows Phone... is my device supported?.................................................... 36
Q. I have a Blackberry software token but cannot get the push notification feature to work as
described. ............................................................................................................................................... 36

Please contact the IT Service Desk if you have any issues.
Check out the Frequently Asked Questions by Clicking Here or by turning to page 30

3

Symantec VIP Detailed User Guide

Introduction to Multi-Factor Authentication & Symantec VIP

Multi-factor authentication (MFA) takes something you know (your password) and combines it with
something you have (a security token) in order to confirm your identity. This provides an additional
layer of security that helps to keep Dana’s intellectual property protected.
This document provides more detail on how to enroll your token, and how to use it to access various
applications on the Dana network.

Dana applications that use Symantec VIP

Listed below are the Dana applications that are currently using Symantec VIP for multi-factor
authentication services, including links to any installation and troubleshooting information.

 Checkpoint Endpoint Security VPN

Choosing the best type of token for you

In the past, security tokens were a physical piece of equipment that users had to carry and keep track of.
With Symantec VIP, there are a number of options available that users can choose from based on their
specific requirements. Please select the one token type that best suits your needs.
 Mobile device soft token (preferred solution) – An application can be installed on a compatible

smartphone or tablet (see page 5 for instructions)
o Supported Mobile Platforms:

 Computer soft token (alternative solution) – If a mobile device is not available, an application can
installed on your computer that functions as a token (see page 18 for instructions)
o Supported Platforms: Microsoft Windows (XP and greater), Apple Macintosh OSX

 Hard token (least preferred solution) – As a last resort, a hard token can be purchased and used (see
page 26 for instructions)

Please contact the IT Service Desk if you have any issues.
Check out the Frequently Asked Questions by Clicking Here or by turning to page 30

4

Symantec VIP Detailed User Guide

Detailed Instructions

Mobile Device Soft Token

Downloading the Symantec VIP Access App ** Installing the mobile app requires an

iPhone iTunes account.

1. Using the Safari web browser navigate to https://m.vip.symantec.com. Then Click on “Download

now”.

Please contact the IT Service Desk if you have any issues.
Check out the Frequently Asked Questions by Clicking Here or by turning to page 30

5

Symantec VIP Detailed User Guide

2. You will then be redirected to the App Store page for the "VIP Access" app. Download it to your
device (you may be prompted for your iTunes account information; the app is free).
12
..

3
.

Please contact the IT Service Desk if you have any issues.
Check out the Frequently Asked Questions by Clicking Here or by turning to page 30

6

Symantec VIP Detailed User Guide

3. You will be prompted to allow “VIP Access” to send you Notifications. Tap “OK”. On the introduction
screen read the directions and then press the “X” at the top right of the screen.
2
.

** Accepting notifications
ensures application

1 works as expected.
.

4. You will be taken to the main app screen. Please note the locations of the Credential ID, the Security
code, and the timer. These items will be referenced in the section starting on page 12.

Credential ID

Security Code

Timer

5. You are now ready to move on to the Registration process. Please turn to page 12.

Please contact the IT Service Desk if you have any issues.
Check out the Frequently Asked Questions by Clicking Here or by turning to page 30

7

Symantec VIP Detailed User Guide

Android

1. Using the Google Chrome browser navigate to https://m.vip.symantec.com. Then Click on

“Download now”. ** Installing the mobile app

requires a Google Play

account.

2. You will be redirected to the Google Play store. Download it to your device (you may be prompted
for your account information; the app is free).

1
.

Please contact the IT Service Desk if you have any issues.
Check out the Frequently Asked Questions by Clicking Here or by turning to page 30

8

Symantec VIP Detailed User Guide

23
.

4
.

Please contact the IT Service Desk if you have any issues.
Check out the Frequently Asked Questions by Clicking Here or by turning to page 30

9

Symantec VIP Detailed User Guide

3. On the introduction screen read the directions and then press the “X” at the top right of the screen.

Please contact the IT Service Desk if you have any issues.
Check out the Frequently Asked Questions by Clicking Here or by turning to page 30

10

Symantec VIP Detailed User Guide

4. You will be taken to the main app screen. Please note the locations of the Credential ID, the Security
code, and the timer. These items will be referenced in the section starting on page 12
Credential ID

Security Code
Timer

Please contact the IT Service Desk if you have any issues.
Check out the Frequently Asked Questions by Clicking Here or by turning to page 30

11

Symantec VIP Detailed User Guide

5. To ensure that you are able to receive notifications click the menu button, and then click the settings
button. On the settings page verify that “VIP Access Push” is enabled.

1 3
. .

2
.

6. To return to the main app screen hit the return button on your phone.
7. You are now ready to move on to the Registration process. Please turn to page 12.

Registering a Mobile Device Soft Token

1. On your computer, open a web browser and navigate to https://vipaccess.dana.com/
a. If you receive an “Access Denied” message first restart your computer and attempt this step
again. If you continue to receive an “Access Denied” message contact the IT Service Desk.

2. You will be taken to the VIP Self Service Portal. Click “Continue” to send a temporary security code to
your email address. Then enter that code in the web browser and click “Sign In”.

1
3

Please contact the IT Service Desk if you have any issues.
Check out the Frequently Asked Questions by Clicking Here or by turning to page 30

12

Symantec VIP Detailed User Guide

2
3

3
.

4
3
3. After signing in you will be brought to the “Select Your Credential” page. Click “Register”.

Please contact the IT Service Desk if you have any issues.
Check out the Frequently Asked Questions by Clicking Here or by turning to page 30

13

Symantec VIP Detailed User Guide

Please contact the IT Service Desk if you have any issues.
Check out the Frequently Asked Questions by Clicking Here or by turning to page 30

14

Symantec VIP Detailed User Guide

4. On the “Register your Credential” page, fill out the registration information. Then click “submit”.
(The Credential ID field is a simple name for the device that is easy to remember)

5. Your token is now registered please proceed to page 16 to test the credential.

Please contact the IT Service Desk if you have any issues.
Check out the Frequently Asked Questions by Clicking Here or by turning to page 30

15

Symantec VIP Detailed User Guide
Test the Mobile Device Soft Token

1. Open up the “Check Point Endpoint Security” (VPN) application on your computer. In the
“Username” field type in your Windows [email protected] Username. Then, in the
password field type in your Windows password. Click “Connect”

Must end in @dana.com

2. You will receive a notification on your phone from VIP Access. Click Approve.

Please contact the IT Service Desk if you have any issues.
Check out the Frequently Asked Questions by Clicking Here or by turning to page 30

16

Symantec VIP Detailed User Guide

** Available to use when a data connection is not available, or if you experience issues with the method
described above.

3. Alternatively, enter the 6 digit security code (that is displayed on your phone app) following your
Windows password.

Must end in @dana.com

Security Code
4. You are now finished with the credential testing process. See the FAQ section (page 31) for any

further information.

Please contact the IT Service Desk if you have any issues.
Check out the Frequently Asked Questions by Clicking Here or by turning to page 30

17

Symantec VIP Detailed User Guide

Computer Soft Token

Installation for Dana Computers

1. Submit a request to the IT Service Desk to have them install the "Symantec VIP Access Client for
Windows" on your computer using Altiris.
a. This can be accomplished by the IT Service Desk, or Local Field Support

2. Once the token is on your computer, proceed to the Registering a Computer Soft Token section
on page 22.

Installation for Non-Dana Computers

1. Go to https://idprotect.vip.symantec.com/desktop and click “Get VIP Access Desktop”.

2. Click “Download for Windows”.

3. The download should start automatically. If it doesn’t follow the instructions displayed on the
screen. Once the download finishes click “Run”.

Please contact the IT Service Desk if you have any issues.
Check out the Frequently Asked Questions by Clicking Here or by turning to page 30

18

Symantec VIP Detailed User Guide

4. On the “Welcome to the VIP Access Setup Wizard” screen click Next.

Please contact the IT Service Desk if you have any issues.
Check out the Frequently Asked Questions by Clicking Here or by turning to page 30

19

Symantec VIP Detailed User Guide

5. On the “License Agreement” screen, accept the Terms in the agreement and Click Next.

6. On the “Select Install Location” screen, accept the default location and click “Next”.

Please contact the IT Service Desk if you have any issues.
Check out the Frequently Asked Questions by Clicking Here or by turning to page 30

20

Symantec VIP Detailed User Guide

7. On the “Ready to Install the Program” click Install.

8. On the “InstallShield Wizard Completed” screen click Finish.

Please contact the IT Service Desk if you have any issues.
Check out the Frequently Asked Questions by Clicking Here or by turning to page 30

21

Symantec VIP Detailed User Guide

9. Open the Computer soft token by clicking the Start Menu > All Programs > VIP Access
12
33

3
3

Registering a Computer Soft Token

1. On your computer, open Internet Explorer and navigate to https://vipaccess.dana.com/
2. You will be taken to the VIP Self Service Portal. Click “Continue” to send a temporary security code to

your email address. Then enter that code in the web browser and click Sign In

1
3

Please contact the IT Service Desk if you have any issues.
Check out the Frequently Asked Questions by Clicking Here or by turning to page 30

22

Symantec VIP Detailed User Guide

2
3

3
.

4
3

Please contact the IT Service Desk if you have any issues.
Check out the Frequently Asked Questions by Clicking Here or by turning to page 30

23

Symantec VIP Detailed User Guide

3. After signing in you will be brought to the “Select Your Credential” page. Click “Register”.

4. On the “Register your Credential” page fill out the registration information. Then click submit. (The
Credential ID is a simple name for the device that is easy to remember)

Please contact the IT Service Desk if you have any issues.
Check out the Frequently Asked Questions by Clicking Here or by turning to page 30

24

Symantec VIP Detailed User Guide

Test the Computer Soft Token

1. Open up the “Check Point Endpoint Security” (VPN) application on your computer. In the username
field type in your [email protected] username. Then, in the password field type in your windows
password followed by the 6 digit security code (that is displayed on your Desktop Token)

Must end in @dana.com

Dana Windows Password Security Code

Please contact the IT Service Desk if you have any issues.
Check out the Frequently Asked Questions by Clicking Here or by turning to page 30

25

Symantec VIP Detailed User Guide

Hard Token

Obtaining a Hard Token

Contact the field support for your location and request that they give you a hard token.
Note to Local Field Support

 Hard tokens are no longer being provided by Corporate IT. Each facility is responsible for purchasing
any hard tokens that are required for Dana employees and contractors at that facility.

 Hard tokens can be purchased through the Dell Portal. You should use the same process used for
making other purchases from Dell.

 Part description and number are “VLA VIP SVC SYMC-VASCO 10-99 USERS 1.0 SECURITY TOKEN
(A8364422)”. Minimum quantity that can be ordered is 10.

 Hard tokens should be reserved for situations when a mobile device or computer token is not
acceptable (ex. contractor company policy disallows the installation of software to their mobile
device or computer).

Once a token has been obtained please proceed to the “Registering a Hard Token” section on page 27.

Please contact the IT Service Desk if you have any issues.
Check out the Frequently Asked Questions by Clicking Here or by turning to page 30

26

Symantec VIP Detailed User Guide
Registering a Hard Token

1. On your computer open Internet Explorer and navigate to https://vipaccess.dana.com/
2. You will be taken to the VIP Self Service Portal. Click “Continue” to send a temporary security code to

your email address. Then enter that code in the web browser and click Sign In

1
3

2
3

Please contact the IT Service Desk if you have any issues.
Check out the Frequently Asked Questions by Clicking Here or by turning to page 30

27

Symantec VIP Detailed User Guide

3
.

4
3

Please contact the IT Service Desk if you have any issues.
Check out the Frequently Asked Questions by Clicking Here or by turning to page 30

28

Symantec VIP Detailed User Guide

3. After signing in you will be brought to the “Select Your Credential” page. Click “Register”.

4. On the Register your Credential page fill out the registration information. Then click submit.(The
Credential ID is a simple name for the device that is easy to remember)

Please contact the IT Service Desk if you have any issues.
Check out the Frequently Asked Questions by Clicking Here or by turning to page 30

29

Symantec VIP Detailed User Guide
Test the Hard Token

1. Open up the “Check Point Endpoint Security” (VPN) application on your computer. In the username
field type in your [email protected] username. Then, in the password field type in your windows
password followed by the 6 digit security code (that is displayed on your Hard Token)

Must end in @dana.com
Security Code

Please contact the IT Service Desk if you have any issues.
Check out the Frequently Asked Questions by Clicking Here or by turning to page 30

30

Symantec VIP Detailed User Guide

Frequently Asked Questions

Q. What happens if I do not have data to receive the phone notification?
A. To use your phone token without phone notifications on with Check Point VPN client:

1. Enter your Email address as your Username
2. Enter your Windows password immediately followed by the 6 digit “Security Code”

displayed on your Mobile Device Soft Token, in the password field.
3. Then, click “connect”

WindowsPasswordSecurityCode

Q. How do I use a Hard Token or a Computer Token in the VPN?
A. To use your physical token, or the security code displayed on the token app, on the VPN:

1. Enter your Email address as your Username
2. Enter your Windows password, immediately followed by the 6 digit code displayed on

your token, in the password field.
3. Then, click “connect”

WindowsPasswordSecurityCode

Please contact the IT Service Desk if you have any issues.
Check out the Frequently Asked Questions by Clicking Here or by turning to page 30

31

Symantec VIP Detailed User Guide

Q. I have installed the token and cannot successfully log into the CheckPoint VPN. What is
going wrong?

A. According to our interface you may not have registered your credential. Please go to the Detailed
Instructions (starting on page 5) and follow the registration process.

Q. Can I register multiple tokens?

A. Yes, you can register up to 5 tokens with Symantec VIP. To add and remove these tokens
from your account go to https://vipaccess.dana.com to access the self-service portal.

12 3
.. .

Q. What do I do with the old RSA or SafeWord token?
A. Once you have confirmed that your new token works, please return your old token to local

field support.

Q. If I am not a Dana employee do I need to have IT Service Desk install the Computer Token?
A. You can download the Windows or Mac VIP Access app at

https://vip.symantec.com/desktop/download.v

Please contact the IT Service Desk if you have any issues.
Check out the Frequently Asked Questions by Clicking Here or by turning to page 30

32

Symantec VIP Detailed User Guide

Q. Can I install the VIP Access app on my personal phone?
A. Yes. Remember there is a 5 token limit as noted in the “Can I register multiple tokens?”

FAQ.
Q. What if I cannot access the Self Service Portal?

(2 Part Answer)

A. If the following Access Denied message is displayed, you need to submit a request to
[email protected] asking for us to grant you access.

Please contact the IT Service Desk if you have any issues.
Check out the Frequently Asked Questions by Clicking Here or by turning to page 30

33

Symantec VIP Detailed User Guide

B. If an error like the following is displayed, please capture a screenshot and send it to
[email protected]. In this email please specify what part of the enrollment process you
were working through that generated the error. It is also important that you capture the
Reference Number and the Server name in the screenshot.

Reference Number

Server Name

Q. Can Dana use my token to access my personal accounts and information stored on my
phone?
A. No. The app that is installed on your device is owned and maintained by Symantec. This app

only provides verification of your identity and cannot be used by Dana (or anyone else) to
access your personal information.
Q. Can I use my Dana token as a security feature on another website?
A. Yes. To see a list of websites where Symantec VIP Apps and tokens can be registered visit
https://vip.symantec.com/wheretouse.v

Please contact the IT Service Desk if you have any issues.
Check out the Frequently Asked Questions by Clicking Here or by turning to page 30

34

Symantec VIP Detailed User Guide

Q. I am a contractor, why am I no longer able to authenticate when I enter my email address
([email protected]) in the username field?
A. With the new system, your username must end in @dana.com. Contractors will need to use

the Active Directory username ([email protected]) and password that they were provided
when their account was initially setup.
Q. Can I still use my old RSA or SafeWord token as a backup?
A. No. On June 30th we will begin decommissioning the RSA and SafeWord systems. After that
date these tokens will no longer work.
Q. Symantec VIP Self Service Portal says there is no email or phone number options available
to receive a temporary security code for sign-in.
A. If you have received a message as seen below please contact the IT Service Desk to have
your email address added to your AD account.

Q. I have a mobile device that is not Android or Apple. Is there a way I could use Symantec
VIP tokens?
A. Yes, information about supported devices can be found at

https://m.vip.symantec.com/home.v.
Note: Dana IT will not provide any troubleshooting support for devices that are not Android

or Apple products.

Please contact the IT Service Desk if you have any issues.
Check out the Frequently Asked Questions by Clicking Here or by turning to page 30

35

Symantec VIP Detailed User Guide

Q. Every time I open VIP Access on my android phone I get an “Internal Error.” How do I fix
this?

A. First go to https://knowledge.symantec.com/support/identity-protection-
support/index?page=content&id=SO27044&actp=search&viewlocale=en_US&searchid=1431
439160493 and follow the solution listed there. Then, if that does not work submit a ticket to
IT Service Desk to notify [email protected].

Q. I am not receiving notifications on my phone from Symantec VIP. How do I fix this?
A. Attempt to authenticate with your username ([email protected]), and your

Windows password immediately followed by the security code displayed on your phone’s
VIP app.
Q. I have a Blackberry/Windows Phone... is my device supported?
A. Symantec does provide applications for these devices, but they are unsupported by the
Corporate IT team. If you are using a Dana mobile device that uses one of these operating
systems, please contact your local field support.
Q. I have a Blackberry software token but cannot get the push notification feature to work as
described.
A. The push authentication functionality is only available in the iOS (iPhone/iPad) and Android
clients. If you are using the Blackberry or Windows Phone application, you will need to use
the method as described on page 25.

Please contact the IT Service Desk if you have any issues.
Check out the Frequently Asked Questions by Clicking Here or by turning to page 30

36