Support #13251
[SCP ID :##6455##] : RIB customer not able to reset password - error Reset Password Failed
| Status: | Work Completed-End life cycle | Start date: | October 07, 2022 | |
|---|---|---|---|---|
| Priority: | Normal | Due date: | ||
| Assignee: |  Zahir Abd Latif | % Done: | 100% | |
| Category: | RIB | Spent time: | - | |
| Target version: | - |
Description
Hi,
Kindly attend below request:-
We received complaint from customer, unable to reset new password due to error “reset password failed” as per below screenshot.
Name : MUHAMMAD SAIF BIN MOHAMAD SAAD
NRIC : 860912026247
CIF : 220867667
Username : muhdsaif2007
Name : MUHAMMAD HAZIQ BIN SAMSUDIN
NRIC : 971206126787
CIF : 221252781
Username : afika123
log file:
\\172.16.49.7\prod logs\23\07102022
\\172.16.49.7\prod logs\24\07102022
History
#1
Updated by Siti Balqis Othman almost 2 years ago
- Status changed from New - Begin Life Cycle to Pending Customer Feedback
- % Done changed from 0 to 80
#2
Updated by Siti Balqis Othman over 1 year ago
- Status changed from Pending Customer Feedback to Work Completed-End life cycle
- Assignee changed from Siti Balqis Othman to Zahir Abd Latif
- % Done changed from 80 to 100
Hi Zahir,
Issue reported: These 2 customers are unable to perform the Forgot Password activity.
Finding: According to the FMS analysis response below. Both of these customers require to go through challenge questions.
In order for IB to redirect customers to the challenge question popup page, the expected User status is VERIFIED/UNLOCKED and the Action Type is CHALLENGE.
Additional finding:
The redirect screen for customer afiqah is the reset password result page with failed status. The expected screen should be the reset password detail page with the FMS response error message.
Solution:
Made correction on the redirect page if have an error.
This patch has been deployed to production on 22/03/2023 under Migration ID ID204. You may close this ticket.