Security Token issue: dead battery.

[zenmetsu]

Just curious if anyone else has had their battery die in their 1.0 security token. Mine died yesterday morning, and I could not easily find a phone number on the support site. After digging around, I found a contact number and called in at 13:30PDT. I remained on hold after talking to someone briefly until the phone system booted me at 18:45PDT, I am guessing that is when support closed down for the night.

Anyone know how to get this issue resolved quickly? I just need to unlink the old token so that I can use the software token that I have installed on my smartphone. No idea why it is so hard to talk to a human regarding this game.

[Jessikia]

There has been some talk about the emergency removal password being the serial number you registered the Security token with. I'm not sure whether this is right or not as there's been no confirmation afaik. I tried doing a search but I couldn't really find anything to answer my question, just that to contact support to have the token removed. I guess you could try the serial number to see but I'm not sure where you go to do an emergency password removal... Oh wait, I found the link here: https://secure.square-enix.com/accou...vc/coercioncan Not sure if it'll work but if it helps you get back into game quicker then it's worth a shot!

[zenmetsu]

There has been some talk about the emergency removal password being the serial number you registered the Security token with. I'm not sure whether this is right or not as there's been no confirmation afaik. I tried doing a search but I couldn't really find anything to answer my question, just that to contact support to have the token removed. I guess you could try the serial number to see but I'm not sure where you go to do an emergency password removal... Oh wait, I found the link here: https://secure.square-enix.com/accou...vc/coercioncan Not sure if it'll work but if it helps you get back into game quicker then it's worth a shot!

Thanks for the input. I will try that.

[Nin-Lil-izi]

This is slightly off-topic, but related.

Do the physical tokens not have a user replaceable battery fitted?
Was considering buying one, but that seems too majorly important a feature to not have.

[Shirai]

The tokens do not have a user replacable battery fitted.
The tokens are synchronised with an authentication server to follow a certain sequence, once you take the battery out that sequence is reset.

[zenmetsu]

The security token is not designed to be taken apart.

Inside the SQEX token is a CR2032 Lithium cell that is in a standard slide-in contact retainer. While these batteries are easy to find, the token cannot be opened without mangling it (or sawing it carefully to separate the two halves.

Even if you do manage to open the token, you CANNOT lose power to the device, so a simple battery swap will not work. I was careful enough to apply the necessary 3V across the contacts via a current limiting resistor as I removed the cell, verified that the token was still alive (responding to button presses) after removing the battery, and then I slipped in a new one. Alas, it was all for naught since the battery had already drained low enough to cause a reset of the device. This would be a viable solution if the battery health was known in advance, but there was no warning that the cell was nearing expiration.

I just got ahold of SE's EU support, but they told me that I had to contact NA support despite the fact that they use the exact same ticketing system and ticket numbers. Massive disappointment. I guess i have to try my luck with the NA line again in 5 hours.

[Tanoose]

Unfortunately there is no quick way around it. You need to call support and have the token removed from your account. I had a similar scenario when I lost my token. SE was very helpful.

[Shirai]

Yeah, my own token is about breathe its final breath as well but as I do not own any equipment to do the stuff you did I just decided to switch over to the 'droid app. ^^;
(Although I'm still unsure about having a security measure that is connected to the internet, but my only other option is to order a new token that takes I don't know how long to get to where I live. <.<; )

[jimm0thy]

Out of curiosity how long have you had the token? I'm planing on ordering one as I currently have a windows phone and the software app is not available for it.
I do have the same hardware device for WoW which has been working just fine for a little over 5yrs now

[Shirai]

I'm not sure when I got it exactly it was right after S-E released them because of the major FFXI account hijacks back in 2007/2008.
So I'd say roughly 5 years.

Main reason for me to "replace" it was because the button was becoming less responsive.