Support #14044
[SCP ID :##7061##] : RE: New Customer Login reset password unsuccessful - HPCI02M
| Status: | Closed - End of life cycle | Start date: | June 20, 2024 | |
|---|---|---|---|---|
| Priority: | Normal | Due date: | ||
| Assignee: |  Zahir Abd Latif | % Done: | 100% | |
| Category: | - | Spent time: | - | |
| Target version: | - |
Description
Hi,
Kindly attend below request:-
Hi Penril/IT – Please assist to check below issue, system throw force pwd reset error. Refer below logs from Labuan Portal.
SystemOut.txt 
(6.79 KB)
History
#1
Updated by binti Nazli Anuari Aina Najihah 3 months ago
- Status changed from New - Begin Life Cycle to Investigation
- % Done changed from 0 to 50
HSM return error 1 - Invalid credential ( wrong username/password )
Advised to make sure the input value is similar to the value inside the pdf in email
#2
Updated by binti Nazli Anuari Aina Najihah 17 days ago
- Status changed from Investigation to Development / Work In Progress
the HSM returned error code 1 which is invalid credential ( wrong user id / password ) during reset password attempt
#3
Updated by binti Nazli Anuari Aina Najihah 17 days ago
- Status changed from Development / Work In Progress to Pending Customer Feedback
- Assignee changed from binti Nazli Anuari Aina Najihah to Zahir Abd Latif
- % Done changed from 50 to 90
Root Cause:
HSM return error 1 which is invalid credential during force change password attempt after first time login
Temporary Resolution:
Trigger the forgot password for the user through Labuan portal or trigger the reset password via RCAS admin portal to reset the password
#4
Updated by Zahir Abd Latif 15 days ago
- Status changed from Pending Customer Feedback to Closed - End of life cycle
- % Done changed from 90 to 100
Issue closed in SCP.