On Portal, when a contact trying to rest/forget password we are getting error

[gazalagrawa]

When a user is trying to reset a password or use forgot password we are getting below error. I have verified login page it is at OOB version. It is working fine in one instance but not in another. I do not remember any customization done on it, I believe everything is OOB. How to debug the issue?

[Naveen20 · Accepted solution]

The jvar_stage=1 means it's failing at the Identify step, so the issue is almost certainly with the Password Reset Process configuration, not the UI pages. Most common cause: the URL is missing/mismatched on sysparm_url, or no active process matches that URL.

Compare these between the working and broken instances:

1. Password Reset > Processes — confirm at least one process is Active and its URL value matches the parameter passed (typical OOB: sysparm_url=ss_default). Also verify Credential Store, Enrollment, and Verifications are populated.

2. System Properties — check com.snc.password_reset. properties for differences (especially anything controlling redirect/landing).

3. System Logs > All — filter by source containing Password Reset or PasswordReset right after reproducing the error. The activity log on the pwd_reset_request table also captures the failure reason.

4. Plugin — confirm com.snc.password_reset is installed and active.

5. UI Pages — diff every $pwd UI Page and the PasswordResetUtil Script Include against a fresh instance to rule out silent customization.

6. Blocked Users — Password Reset > Administration > Blocked Users for the test account.

[gazalagrawa]

Thanks for the help, it fixed the issue.

Now I got the password reset link, after resetting it is taking me to the backend view (which user is not having acces to) instead of portal. Any clue on this?