Changing password via VNP

Hi,

Can you provide more details?

1. Are the users using the Secure Password Extension add-on, or are they using the Offline Password Reset?

2. What is the issue exactly? Is it giving an error?

3. What version is the back end Password Manager server?

4. What version is Secure Password Extension and the Offline Password Reset (if used)?

Thank you

Hi Daniel. Here is the answers from client

1. Are the users using the Secure Password Extension add-on, or are they using the Offline Password Reset?

A.: Secure Password Extension

2. What is the issue exactly? Is it giving an error?

A.: Users are connected via VPN, change password and nothing happens.. no error

3. What version is the back end Password Manager server?

A.: Windows Server 2016 Standard

4. What version is Secure Password Extension and the Offline Password Reset (if used)?

A.: Secure Password Extension 5.9.3.109

Thanks.

Hi Daniel. Here is the answers from client

1. Are the users using the Secure Password Extension add-on, or are they using the Offline Password Reset?

A.: Secure Password Extension

2. What is the issue exactly? Is it giving an error?

A.: Users are connected via VPN, change password and nothing happens.. no error

3. What version is the back end Password Manager server?

A.: Windows Server 2016 Standard

4. What version is Secure Password Extension and the Offline Password Reset (if used)?

A.: Secure Password Extension 5.9.3.109

Thanks.

Hi Rodney,

I would suggest ensuring they have the latest hotfix applied on all Password Manager servers and that the client SPE version indeed matches the server version.

If the issue persists after the hotfix is applied, try enabling the SPE logs and see if there are any errors logged:

https://support.oneidentity.com/password-manager/kb/98432/how-to-enable-spe-logging-in-password-manager

Also enable logging on the Password Manager server:

https://support.oneidentity.com/password-manager/kb/103392/how-to-enable-logging-in-password-manager

Thanks,

Daniel