One of my users was having trouble getting their VPN to work from home; however, I was able to test the connection from the user's computer using my credentials, token, and an external Internet connection just fine.  Okay, so it's been narrowed down to the user's token or the user.  I then tested the connection using the user's VPN token and again had no issue.  Now it was time to test the user!

The user opened the VPN client, selects the connection, clicks the "Connect" button and was soon prompted for their credentials.  They enter the correct username and then begin entering the token-code.  When the user reached the last character, they turned to me and said "what's this number?".  It was at that point that I realized the user was not looking at the to token correctly; it was up-side-down!

Trying not to laugh, but make light of an embarrassing situation, I showed the user that "RSA" was not right-side-up and that the circular side of the token should be on the left when reading the code.  The user tried again and entered the correct code, hurray!