Password Reset fails to identify user by User ID for Self Service User

[Rizwan Shaikh]

Trying to set up password reset tool

Facing an issue where it is working for Admin user but not for self service user.

I saw an error in Activity log stating 'User does not exist (chris.welch)'

the user does exist in user table and id is correct too. the same is happening with other users too.

In case of Admin users it works fine.

Any idea, what i missed or doing wrong?

Instance version is New York. - 

MID buildstamp: newyork-06-26-2019__patch1-hotfix1a-10-01-2019_10-03-2019_1531

@Göran Lundqvist @Chuck Tomasi 

HELP is much appreciated. Thanks!

[Shekhar Deshin1]

Please check password reset blocked users if listed anything there.

OR check any roles related to password added to user.

[Rizwan Shaikh]

@Shekhar Deshingkar Nope the user is not blocked. And regarding roles self service users requires any roles for pwd reset? I dont think so. if any role is required, could you please help me the role name?

[Brian Lancaster]

There should be not role for a user to use Self Service password reset.  Can you provide the password reset process you have setup?

[Rizwan Shaikh]

The setup is pretty much OOB one (Default self Service)

In Activity Error log

Self Service User - User does not exist (chris.welch)

User does exist in user table

For Admin User - User identified successfully (user_sys_id = b3397ad7db308010aaf5ba3239961996)