Error in password rest process

[Puneet Hegde1]

Hello Everyone,

I'm facing an issue during the password reset process in ServiceNow. Here’s a quick rundown of the steps leading up to the problem:

1. Step 1: Validating username
2. Step 2: Validating email ID
3. Step 3: Sending password reset link
4. Step 4: Validating new password
5. Step 5: Setting up new password

The process fails at Step 5, where an error message "Error updating password" appears (screenshot attached for reference). Has anyone encountered this before? If so, could you please advise on how to resolve it?

Thanks in advance for your help!

 

@Servicenow, @itsm

[Abbas_5]

Hello @Puneet Hegde1,

Please refer to the below steps:

There are several reasons why a password reset process in ServiceNow might fail, including:

• No active service desk process

  There might not be an active service desk process for the selected user. To fix this, you can try these steps: 

  1. Log in as an admin 
  2. Go to Password reset > Process 
  3. Activate the Service-Desk Password Reset for Local ServiceNow Password Reset Process 
  4. Check the Apply To All Users checkbox 
• UI Macro customization

  The UI Macro might be customized. To fix this, you can try these steps:

  1. Go to Application Navigator >> Password Reset >> Processes 
  2. Look for an active process that is not a Public 
  3. If you can't find any, create one that is not public 
  4. Make sure this process is available to that user 
  5. Make sure the UI Macro is OOB 
• No Credential Store associated

  The Password Reset Process might not have a Credential Store associated with it. 
• General Error

  A general error might occur if the URL is submitted to the passwordreset processor first, or if the URL redirects to the $pwd_new UI page. To resolve this error, you can try populating the "user_id" field of the user. 

A robust password reset process is important to protect user accounts and safeguard the system from potential breaches. 

https://www.servicenow.com/community/training-and-certifications/password-reset-error/td-p/2734129

If it is helpful, please mark it as helpful and accept the correct solution. In future, it might be helpful for someone to refer to this solution.

Thanks & Regards,

Abbas Shaik