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Troubleshoot Self-Service Password Reset

Self-service password reset

Diagnose profile, registration, lookup, and password-policy errors without exposing user credentials or verification codes.

Troubleshooting pathDirect link to Troubleshooting path

Identify the symptom

Profile or URL errorConfirm the profile name and selected App
Registration errorCheck the user record and lookup filter
Password rejectedReview the configured password requirements

Test the configuration

Validate the lookupThe identifier must return exactly one registration recordReview the logsMatch the error message to the underlying cause

Confirm the fix

Retry with a test accountComplete verification and confirm the password change
Use a test account and keep passwords and one-time codes out of support notes.

TroubleshootingDirect link to Troubleshooting

Problem

Profile or URL error

Likely cause

The reset URL uses an invalid profile name, the profile does not exist, or the profile has incomplete configuration.

The URL uses this pattern:

https://<NIM-Hostname>/passwordreset/<Profile Name>

Resolution

  1. Confirm the URL uses the intended profile name exactly.
  2. Confirm the profile exists and has the intended App selected.
  3. Repair the profile through the Password Reset tutorial, then retry the flow.

Problem

Registration or lookup error

Likely cause

The profile lookup does not return exactly one internal.password_reset registration record for the supplied identifier.

Resolution

  1. Confirm the user has a matching record in internal.password_reset.
  2. Confirm the record belongs to the expected password-reset profile.
  3. Test the profile lookup filter with the same identifier the user entered.
  4. Confirm the filter accepts one ExternalID parameter.
  5. Correct duplicate records; a lookup returning more than one record cannot start a reset session.

Problem

Password does not meet requirements

Likely cause

The submitted password does not meet the configured password generator or target-system policy.

Resolution

  1. Review the applicable password generator and target-system password policy.
  2. Confirm the user-facing requirements reflect the configured policy.
  3. Correct the policy or have the user choose a compliant password, then retry the reset.

Interpret common log errorsDirect link to Interpret common log errors

Match the log message to a card below. After a correction, retry the reset with a test account and confirm that the profile lookup returns exactly one registration record.

Invalid profileDirect link to Invalid profile

Problem

Invalid profile <profile name>

Likely cause

The profile named in the reset URL does not exist or the URL uses the wrong name.

Resolution

Correct the URL or create and configure the intended password-reset profile. Confirm its App is selected before retrying.

No password reset filter specifiedDirect link to No password reset filter specified

Problem

No password reset filter specified

Likely cause

The password-reset profile has no lookup filter assigned.

Resolution

Assign a valid profile lookup filter, then test it with a registered user's identifier.

No parameter availableDirect link to No parameter available

Problem

No parameter available

Likely cause

The lookup filter does not accept the required ExternalID parameter.

Resolution

Update the filter parameter configuration and confirm the profile lookup accepts one ExternalID value.

Invalid registration recordsDirect link to Invalid registration records

Problem

invalid registration records (<number>)

Likely cause

The lookup returned multiple registration records for the supplied identifier.

Resolution

Make the identifier unique in the lookup result and correct duplicate internal.password_reset records. Test the filter again before retrying the reset.

Registration record not foundDirect link to Registration record not found

Problem

registration record not found

Likely cause

The lookup returned no registration record for the supplied identifier.

Resolution

Add or repair the user's internal.password_reset record, confirm it belongs to the intended profile, and test the lookup again.

No valid registration info availableDirect link to No valid registration info available

Problem

no valid registration info available

Likely cause

The registration lookup did not return a usable result.

Resolution

Review the profile lookup filter, its ExternalID parameter, and the user's registration data. Check the detailed NIM logs for the underlying error, then retry with a test account.

Review logs safelyDirect link to Review logs safely

If the symptom is not listed, review NIM logs immediately after reproducing the issue with a test account. Capture the time, profile name, and error message, but do not record passwords, verification codes, client secrets, or other sensitive user data in support notes.

Prevent repeat incidentsDirect link to Prevent repeat incidents

  • Test profile lookup filters whenever their source data or parameters change.
  • Monitor duplicate or missing password-reset registration records.
  • Keep the reset URL and profile name documented together.
  • Test password policy changes with a non-production account before publishing them to users.
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