lee mcdermott Posted April 26, 2017 Share Posted April 26, 2017 Hi we have just sent out details to customer to allow them to access the customer portal. However the password reset procedure does not appear to be working for a number of customers with the following message any ideas? Link to comment Share on other sites More sharing options...
nasimg Posted April 26, 2017 Share Posted April 26, 2017 We use SSO (single sign on) now, but before that we did use static passwords. I don't recall seeing this error but we have seen invalid sessions (but very rarely now), a couple of workarounds you could try: 1) Close all browser windows/tabs (even ones not relating to hornbill) and retry 2) Open Hornbill in a different browser if you have that option (eg. if you get the error in IE, retry in Firefox or chrome) Nasim Link to comment Share on other sites More sharing options...
Victor Posted April 26, 2017 Share Posted April 26, 2017 @lee mcdermott it does not recognise their sessions... as @nasimg suggested, can you ask them to try and close the browser window(s) then generate the password reset link again, then try and reset... Link to comment Share on other sites More sharing options...
lee mcdermott Posted April 26, 2017 Author Share Posted April 26, 2017 @Victor @nasimg ok thanks guys I will get them to retry or refresh browser again if we get anymore through. Link to comment Share on other sites More sharing options...
Victor Posted April 26, 2017 Share Posted April 26, 2017 @lee mcdermott refreshing the browser might not be enough... best to try is to close it completely and open it again... Link to comment Share on other sites More sharing options...
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