not able to reset password - get error

Raphael D_
Kilo Sage

‎05-26-2023 07:47 AM

Hello Everyone,

A user starts the process "forget password". At the end the user get a verification link to setup a new password.

User call the link and fill a new password, he get this message:

RaphaelD__0-1685111804686.png

Menu: Password Reset / Reset Requests
step 3 "reset" is failed

RaphaelD__1-1685111997014.png

 

RaphaelD__2-1685112065970.png

message:
Exception: com.glide.kmf.InvalidCryptoModuleOperationException: Could not fetch key information for symmetric_wrapping

 

it happens after the upgrade from Rome to Tokyo.

any idea what could be the cause?

 

thanks,
Raphael

 

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3 REPLIES 3

MSC- AtomX
Tera Contributor

‎08-07-2023 02:14 AM

Hello @Raphael D_ ,

I'm facing the same problem, did you find a fix, or the cause of this error ?
I'm in Utah, worked well in Sandiego.

Thanks

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Raphael D_
Kilo Sage
In response to MSC- AtomX

‎08-07-2023 03:10 AM

Hi @MSC- AtomX ,
yes, it's fixed. it occurred on an on premise instance. Solution was to enable KFM plugin.
If you have the problem also on an on premise instance, think solution should be the same.

If it's an instance hosted by servicenow, then the cause must be another.

Best regards,
Raphael

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MSC- AtomX
Tera Contributor
In response to Raphael D_

‎08-08-2023 12:35 AM

Thank you for your time @Raphael D_ . 
It didn't work for me, I have an instance hosted by ServiceNow. I will keep investigating.

 

Best regards,
Maxime

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