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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Portal Forgot your Pas...
Microsoft Dynamics CRM (Archived)

Portal Forgot your Password - Unknown Failure

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Posted on by andrevagil 50

Hi all,

We have deployed the "Customer Self-Service Portal" (version 8.4.0.275). While testing the standard functions, I noticed the "Forgot your password" is displaying an Unknown Error.

6366.error2.png

Furthermore, new users are added to the Contact entity and the owner of the record is set to "SYSTEM".

6765.error3.png

So, it seems that the "Send Password Reset To Contact" action (under the Process entity) is failing by the fact the SYSTEM user does not have a valid email.

The details of the Error ID is right below.

ExceptionMessage:Object address not found on party or party is marked as non-emailable

So, the questions are:

  • It should work without changing the owner of the contact recods?
  • Should I change the original sender in the "Send Password Reset To Contact" action process?
  • Is there any other solution for that?

Thanks

Andre

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  • Verified answer
    Arpit Shrivastava Profile Picture
    Arpit Shrivastava 7,518 User Group Leader on at
    RE: Portal Forgot your Password - Unknown Failure

    Hi Andre,

    There might be following reasons for this issue:

    Reason 1:

    Contacts who register via the portal are created with "SYSTEM" user as the owner. By default, the FROM field of the email is the contact's Owner, and SYSTEM cannot be the sender of emails and has no inbox.  If you think you might have the same problem:

    First verify that the Contact does have settings to allow emails be sent to them, of course. But then you can try this:

    1) Deactivate the process

    2) On the process Information tab, click "View properties" to view the email template.

    3) Change the "From" field to a user that you are certain is configured to have permissions to send emails.

    4) Reactivate the process

    5) Go to the portal and test again

    Reason 2:

    check the CRM contact that corresponds your portal user. I think it has no valid email address or rather a different email address when you entered. Check also the user's contact preferences for email/bulk email. Both should be set to "Allow" to be able to send you your new password by email.

    Reference: https://community.dynamics.com/365/projectserviceautomation/f/767/t/233113

    If my answer helped to resolve your issue, kindly verify it by clicking 'Yes'. It would be helpful to the other community members seeking to resolve a similar issue.


    Cheers

    Arpit
    https://arpitmscrmhunt.blogspot.in

  • Suggested answer
    andrevagil Profile Picture
    andrevagil 50 on at
    RE: Portal Forgot your Password - Unknown Failure

    Hi Arpit,

    Thanks for your reply. The Reason 1 is exactly what I noticed and you solved my question confirming that I have to change the From to a valid user mailbox.

    I really appreciate your support.

    Thanks

    Andre

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