Cannot reset my password

[c.lapoujade]

Hi,

I am having problem with my account credential.

I forgot my password so I initiated the "standard forgot my password procedure"....:

1. I clicked the forgot password link from my cisco client windows app.
2. The client app shows a "We sent you a mail with procedure enclosed to reset your password"
3. I received the mail with enclosed secured link
4. I clicked the link and gave the new password (all rules were ok: numbers, uppercase, etc...)
5. I received a mail saying..."password has been changed"

BUT:

=> web browser was just showing a strange "Code=xxxxx" where xxxxx looking like base64 encoded data

=> My cisco spark client windows app keeps showing "We sent you a mail with procedure enclosed to reset your password"

SO

I am stucked. I tried 5 times with different password...result is always the same. How could I fix it ?

for info: I can connect though the web UI....without giving the new password !!!!!!!! (old password saved within cookies....BUT how this could work as I changed the password !!! )

Could you please

Christophe

[Libin Varghese]

Hi Christophe,

I'm not sure if you are trying to reset your admin login password for the ESA/SMA Cisco appliance.

The password reset actions for the appliance are mentioned in the below article

http://www.cisco.com/c/en/us/support/docs/security/email-security-appliance/117866-configure-esa-00.html

You would need to open a TAC case in order to get the admin password reset as per the instructions.

Thanks!
Libin Varghese

[c.lapoujade]

Hi Libin,

Thank you for your fast anwser.

Anyway, I understood what was going wrong....It was a bit my fault...BUT ALSO because of some bad Ux of the client app.

The app was not refreshing and keep saying "please check your mails". This confused me (cause closing the app does not quit it).

When I quitted the app (from the tray icon)....and restart it. Everything went well then.

From my perspective better Ux should be: Display login form after cretential reset

Thank you anyway

Christophe

[Libin Varghese]

Glad it worked out.

I think the client in question would have a dedicated support team or forum who would be able to better assist with that.

This support forum is primarily for Email Security Appliance and Security Management Appliance.

- Libin V