Microsoft Dynamics CRM (Archived)

Forgot Your Password not working

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Posted on by Fubar

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When a user attempts to use the Forgot Your Password button from the signin area we are getting the following:

If the email address exists then the user is presented with the standard "Please check your email to reset your password." message but no email is generated
If the email address entered does not exist - we see an error - the "We're sorry, but something went wrong. Error ID #<GUID>" message

In both cases we are not seeing any errors in CRM. We have already updated the owner and sender for the "Send Password Reset To Contact" Action, and we are not seeing any process session errors against it.

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Nadeeja Bomiriya 6,804 on at

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Hi LA,

Can you please enable Plugin Trace log and see if there are any errors there? Also make sure the "Send Password Reset TO Contact" process is still active after the owner change.

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Fubar 2,761 on at

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The Action is definitely Active.

Plugin Trace is set to All, but there is nothing showing in the log.

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Nadeeja Bomiriya 6,804 on at

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Hi LA,

Unfortunately the trace.axd is not enabled for Dynamics 365 Portals. You may have to create a support ticket.

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Steven O'Neill 575 on at

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Hi LA

When you changed the owner and sender for "Send Password Reset To Contact" did you ensure that the sender (the From lookup in the Workflow) can actually send emails out of the CRM? Have you performed the necessary Email Configuration for the sender/queue you are using?

Cheers

Steven

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Fubar 2,761 on at

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We have found that the Portal Setting "Authentication/Registration/ResetPasswordRequiresConfirmedEmail" is causing the issue when it is set to true (the default is false).

We discovered that a user that had confirmed their email would get the email, but others would not.

When this setting is set to true, and an email address that is not recorded in CRM is entered in the forget password area the Portal is throwing an error message (when set to false, the portal displays the standard message.

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Montana Programmer on at

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Any updates on this? We experience this whenever a user enters an email address that is not associated to a contact in CRM.

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Birgit RD 2 on at

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Is there any reason why a user would give a different email than what is defined in CRM?

When I faced issues, Microsoft said there were 2 conditions to be met for a mail to be sent out which we had to take into account:

- it has to be possible to link the mail to a contact (issue in your scenario)

- the email should be linked to 1 and only one contact (this was issue in our case)

I know there has been an upgrade of the portal since, but I doubt this will have changed.

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Montana Programmer on at

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I was able to resolve it.

1. The Contact HAS to have confirmed their email address for the email to be sent (this was primary issue I believe)

2. The appropriate processed have to be activated

Thanks for your input.

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