Quick Answer
The correct course of action is to provide a new token and synchronize it correctly, as the root cause of a VPN two-factor authentication token sync issue is a mismatch between the token’s internal clock or counter and the authentication server. Two-factor authentication relies on time-based one-time passwords (TOTP) or event-based HMAC-based OTP (HOTP) algorithms; when the token drifts out of sync—due to clock skew or counter desynchronization—the generated code is rejected, blocking the VPN connection. On the Cisco CyberOps Associate 200-201 exam, this scenario tests your understanding of authentication mechanisms and troubleshooting methodology, often appearing as a distractor where candidates might incorrectly choose to disable 2FA or reset the user’s password. A common trap is assuming the issue is a forgotten PIN or a network problem, but the exam emphasizes that synchronization failures require re-seeding or time alignment, not policy bypass. Remember the mnemonic “Token Sync = Time or Counter Drift” to recall that the fix is always re-synchronization, not security reduction.
This 200-201 practice question tests your understanding of security policies and procedures. The scenario asks you to isolate a root cause — eliminate options that address a different problem before choosing. After answering, compare your reasoning against the explanation and wrong-answer breakdown below. Once you have made your selection, read the full explanation to reinforce the concept and understand why each distractor is designed to mislead on exam day.
A company's remote access policy requires VPN connections to use two-factor authentication (2FA). An employee reports they cannot connect because their token is not syncing. What is the best course of action?
Clue words in this question
Noticing these words before you look at the options changes how you read each choice.
Clue: "best"
Why it matters: Signals that multiple options may be partially correct. Choose the option that most directly solves the exact problem described, not the one that sounds most complete.
Disable 2FA for the employee
Why wrong: Disabling 2FA for one employee creates a security gap.
Replace the token and allow access anyway
Why wrong: Replacement is correct but 'allow access anyway' is improper.
Temporarily allow connections without 2FA
Why wrong: Bypassing 2FA violates policy and reduces security.
Provide a new token and synchronize it correctly
This resolves the issue while maintaining policy compliance.
Answer choices
Answer the question above first, then reveal the full breakdown to understand why each option is right or wrong.
Correct answer & explanation
Provide a new token and synchronize it correctly
Option D is correct because the core issue is a synchronization problem between the employee's token and the authentication server. Two-factor authentication (2FA) relies on time-based one-time passwords (TOTP) or event-based (HOTP) algorithms; if the token's clock drifts or the counter becomes out of sync, authentication fails. Providing a new token and correctly synchronizing it (e.g., via NTP time alignment or reseeding the HMAC-based OTP counter) restores secure access without bypassing the security policy.
Key principle: Answer the scenario, not the keyword: identify the specific constraint before choosing the most familiar-sounding option.
Answer analysis
For each option: why learners choose it and why it is or isn't the right answer here.
Disable 2FA for the employee
Why it's wrong here
Disabling 2FA for one employee creates a security gap.
Replace the token and allow access anyway
Why it's wrong here
Replacement is correct but 'allow access anyway' is improper.
Temporarily allow connections without 2FA
Why it's wrong here
Bypassing 2FA violates policy and reduces security.
Provide a new token and synchronize it correctly
Why this is correct
This resolves the issue while maintaining policy compliance.
Clue confirmation
The clue word "best" in the question point toward this answer.
Related concept
Read the scenario before looking for a memorised answer.
Common exam traps
Cisco often tests the misconception that any token failure should be resolved by temporarily disabling security controls (like 2FA) rather than fixing the underlying technical issue, tempting candidates to choose options that weaken security instead of following proper troubleshooting procedures.
Detailed technical explanation
TOTP tokens (RFC 6238) generate a 6-8 digit code based on the current Unix time and a shared secret; if the token's clock drifts by more than the allowed time step (typically 30 seconds), the server rejects the code. Many enterprise authentication servers (e.g., Cisco ISE with RSA SecurID or Duo) allow a small clock drift tolerance (e.g., ±1 step) but require manual resynchronization if drift exceeds that. In real-world scenarios, tokens may also desync due to battery depletion or multiple failed attempts that advance the HOTP counter, necessitating a fresh seed or counter reset.
Key takeaway
Answer the scenario, not the keyword: identify the specific constraint before choosing the most familiar-sounding option.
Real-world example
A practitioner preparing for the 200-201 exam encounters this exact type of scenario on the job. The correct answer here is not the most general option — it is the best answer for the specific constraint described. Answer the scenario, not the keyword: identify the specific constraint before choosing the most familiar-sounding option. Real exam questions reward reading the full scenario before eliminating options, because the constraint defines which answer fits.
What to study next
Identify which exam domain this question belongs to, review the core concept, then practise similar questions from the same domain.
Security Policies and Procedures — study guide chapter
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FAQ
Security Policies and Procedures — This question tests Security Policies and Procedures — Read the scenario before looking for a memorised answer..
The correct answer is: Provide a new token and synchronize it correctly — Option D is correct because the core issue is a synchronization problem between the employee's token and the authentication server. Two-factor authentication (2FA) relies on time-based one-time passwords (TOTP) or event-based (HOTP) algorithms; if the token's clock drifts or the counter becomes out of sync, authentication fails. Providing a new token and correctly synchronizing it (e.g., via NTP time alignment or reseeding the HMAC-based OTP counter) restores secure access without bypassing the security policy.
Identify which exam domain this question belongs to, review the core concept, then practise similar questions from the same domain.
Yes — watch for: "best". Signals that multiple options may be partially correct. Choose the option that most directly solves the exact problem described, not the one that sounds most complete.
Read the scenario before looking for a memorised answer.
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Last reviewed: Jun 25, 2026
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