Password Reset Manager Windows Application disabling native 'Reset password' experience

[burkemm]

My organization wants to deploy the Password Reset Manager Windows Application but we have run into an obstacle. Installing the Password Reset Windows application has disabled Windows' native 'Reset Password' self-service experience:

• Ctrl + Alt + Del while the machine is unlocked -> "Change a password" link: Works as expected
• Ctrl + Alt + Del while the machine is locked -> "Reset password" link: Does nothing 

Has anyone else encountered this issue during deployment prep? We have installed the latest version of the application from the store and are running the applications on Windows 11. I was unable to locate documentation or other community threads that would indicate whether this is expected or not.

Thanks!

[burkemm]

From the relevant ServiceNow development team:

This is expected behavior.

The ServiceNow product registers a custom Credential Provider (CP) to enable its own password reset experience. When a custom CP is active, Windows may still display the default “Reset Password” link — however, that link no longer functions as intended because the built-in Password Credential Provider is effectively overridden by the new provider.

Microsoft’s documentation on Credential Providers explains this behavior. If ones wishes to hide or manage the default “Reset Password” link, they can refer to Microsoft’s official configuration or policy guidance around Credential Provider management (such as the ExcludedCredentialProviders policy) available in the Windows documentation or Microsoft Learn portal.