Virtual agent returns garbage when I reset Lab Instance credentials

[Joseph Warner1]

I followed the recommended instructions to reset the instance credentials for a Lab Instance per the below:

Lab Instance - Unable to login, username and password invalid, invalid login - Now Learning (service...

I followed these instructions as follows:

Virtual Agent (bubble icon) > Lab Instance > Reset credentials.

The resulting information displayed the username and password, however, the resulting password was garbage. 

It looks like perhaps there are unsupported Unicode characters. Obviously, I was unable to sign in to my instance using aforementioned garbage.

[AnveshKumar M]

Hello @Joseph Warner1 

Have you tried the same thing again? I mean can you try resetting the password again, using the same steps?

As you expected these might be unsupported unicode characters, but sometimes I see these characters in different scenarios like trying to decrypt encrypted fields unsuccessfully.

If you try resetting again and again, if the pattern of unsupported characters is same, there are good amount of chances of being a decryption issue. But if the pattern is changing, it might be due to unsupported characters, in that case you can try until you get a password without those characters. 

If there's no work already performed in the lab instance, release the instance and get a new one. If there's substantial amount of work already done, try raising a now learning case.

Please mark my answer helpful 👍 and accept as a solution ✅ if it helped you.

[Joseph Warner1]

I tried multiples times resetting the instance credentials using Virtual Agent > Lab Instance Issues > Reset credentials. Each time the password contains garbage characters.

[AnveshKumar M]

@Joseph Warner1 This needs to be fixed by Now Learning Support only. It seems, it is the issue with decryption.

[Amit Verma]

Hi @Joseph Warner1 

You must have received the instance details in an email once you have enrolled for the Now Learning course. You can try to fetch the credentials from that email to regain access to your instance provided you have not changed the credentials for the admin account.

Also, on Now Learning, an outage has been reported with the instances which might be creating problem for you.

Thanks and Regards

Amit Verma