unable to perform password reset in customer portal

[lee mcdermott]

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?

[nasimg]

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

[Victor]

@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...

[lee mcdermott]

@Victor @nasimg

 

ok thanks guys I will get them to retry or refresh browser again if we get anymore through.

[Victor]

@lee mcdermott refreshing the browser might not be enough... best to try is to close it completely and open it again...