Troubleshooting
Internal Error
Issue: When accessing the password reset application, users receive an "Error executing password reset request" internal error.
Cause: The portion of the URL that holds the name of the password reset profile is either incorrect, the specified profile does not exist, or the password reset profile is not properly configured (e.g., an app is not selected).
Resolution: Enter the correct URL, create a password reset profile with the desired name if it does not exist, or verify the existing profile's configuration.
Registration Error
Issue: After entering their unique identifier (e.g., employee ID), users receive a message stating "The registration of the password reset session did not succeed."
Cause: A record was not found in the internal.password_reset table that corresponds to the provided unique identifier or the profile lookup filter is not configured properly.
Resolution: Insert the user's record into the internal.password_reset table or verify the functionality of the profile lookup filter.
Other Errors
Not all errors will be clearly presented to the end user when they occur. If the above issues and steps do not apply, or do not resolve your issue, you may find more information by looking at the logs. For example, the error in the following screenshot corresponds to a user entering a password that does not meet complexity requirements. Additional errors are listed below for quick reference.
Error: Invalid profile <profile name>
The URL that has been entered by the end user has the wrong profile name.
Error preparing filter. No password reset filter specified.
The password reset profile is missing the filter inside its configuration. Examine its configuration within NIM studio and assign a valid lookup filter.
Error preparing filter <Filter Name>. No parameter available.
The filter used to search for a user's record is not configured properly and is missing the ExternalID search parameter. Edit the filter in NIM studio and ensure that it accepts one parameter: ExternalID.
Invalid parameter - invalid registration records (<number>).
The lookup filter returned more than one record for the supplied value (e.g., employee ID), as reflected by <number>. Only one record is allowed. Examine both the lookup filter and the records within the internal.passsword_reset table.
Invalid parameter - registration record not found.
The ID supplied by the end user was not found in the internal.password_reset table. The record may not exist, or mit may be tied to a different password reset profile.
Registration failed, no valid registrion info available.
Generic failure while looking up a record in the internal.password_reset table.