There are various reasons why a password reset attempt may fail. The following article details these situations and the steps you may take in order to troubleshoot a failed password reset.
1. Self-Service password reset, or manual password reset is not allowing the user to create a new password.
Ensure that the new password entered meets the minimum password standards that are set for your account. These settings can be found in Maintenance > Client Maintenance in InCommand or InQuiry:
Click on the Client Maintenance Tab > Client Defaults > User Password and Security Options. This is where you can view the specific security requirements that have been configured for the account.
2. The user has utilized the "Forgot password?" link on the login page but has not received a password reset email.
- The user must have a valid email address associated with their profile to receive the instructions. For InQuiry, Mobile or InSync users, this address would be found in the user profile under User Information > User Email.
- A user must enter a valid username and client in order to trigger the reset email successfully. If one of the pieces of information entered is incorrect, the reset email will not trigger.
- Self Service password reset emails are sent with the subject line "Password Reset Email" from notifications@escription-one.com, typically within a few minutes. If the email does not arrive within a few minutes, the user should check their junk or spam folder in case the email was filtered out of their inbox.
3. The reset email is received and code provided, but the code fails to allow a reset.
- When clicking the forgot password? option the user will have a dialog box allowing them to specify a previously provided code or to have the system send them an InQuiry Password Reset email.
- The reset code has expired or been superseded by a newer one. (reset codes expire in 2 hours from point of generation)
- Note: Clicking Forgot Password multiple times generates multiple codes, invalidating the previously generated one each time.
- Please note that the Username and Client fields are not case sensitive but that the Reset Code and Password fields are.
4. Multiple attempts to log in followed by reset fails to reset.
A user's profile will automatically become locked based on the account settings after a certain number of failed login attempts.
If this occurs, the following message will appear at the top of the user's profile in Client Maintenance > Users
An administrator can access the user's profile and click the link found at the top to manually unlock.
Note that user profiles will automatically unlock after a certain amount of time, configured in Client Defaults > Password and Security Options under "Automatically Unlock Account"