Community Archive (Customer) asked a question.

Edited January 31, 2020 at 5:18 PM
Password change e-mails always come back invalid or expired.

Just started having issues where every password change e-mail comes back invalid or expired. This is for external accounts as internal is authenticated by AD. The full error code is below:

 

Password change confirmation code is invalid or has expired. Please issue a new password change request using the "Request a password change" link below

 

Any idea what would be causing this?

  • 7 answers
  • 1.41K views

  • Danielle Katsempris (State of New Jersey Office Of Information Technology)

    I am experiencing the same issue, it is very frustrating.

  • Phillip Cook (Progress Software)

    Hello,

    We're probably going to need a case opened for this. However if you have anything scanning emails it's possible that this getting flagged by something and cause it to change.

    Are you using a Microsoft Hosted email or is anything scanning links on the receiver end such as Mimecast?

  • Danielle Katsempris (State of New Jersey Office Of Information Technology)

    Phillip,

    I already have a case open, please merge this information to MI Case 00829941.

    The only application we have that scans emails is "Proofpoint Email Security", however the user receives the password reset email fine and clicks on the password reset link within the email, either get rejected or enter in a manually delivered password and they receive an error.

    Our Authentication method is MOVEit Transfer.

    Send all inquiries to     OIT-SFT-ADMIN@TECH.NJ.GOV

    Regards,
    Danielle Katsempris
    NJOIT Managed File Transfer Specialist
    OIT-SFT-Admin@Tech.NJ.Gov

  • Taryn Thompson (FBMC Benefits Management)

    Good evening! Have you received any information on your case? I have performed multiple tests and it appeared to relate Microsoft 365. When using a google account, I didn't have any problems and the google email user was able to complete the process from the "welcome new user w/link" email through to the change password confirmation.

    I tested with a MS Outlook 365 user and requested they disable the safelink protection in their personal MS Outlook settings to no avail. I increased the time for the password link to expire and double checked the macro in the custom notifications... Needless to say, nothing has worked. Something else I found, when I review the user sign in log under their profile - it says they are signing in successfully. However, all they see is the message "Password Change Confirmation Code is invalid or has expired." and it asked them to issue a new password change request. Hopefully you have received some guidance from your ticket. Please share if so! Thank you!

     

    Sincerely,

    Taryn Thompson, EDI Analyst

    FBMC Benefits Management

  • Danielle Katsempris (State of New Jersey Office Of Information Technology)

    ​Taryn Thompson,

     

    No resolution yet - very frustrating. Having my user verify with their Email Administrator when links are in emails and are rewritten  - if the link is somehow corrupted/changed when delivered. After I receive a conformation from the Email Admin I will have the user try logging in again. 

  • Wesley Graviett (Customer)

    Hi All, I'm curious if you've solved this issue? We have this same issue. Sometimes having them switch browsers works but really want to figure out the real issue.

  • Jarred Obrien (Customer)

    We've found out what's causing it. 3rd party e-mail scanning utilities like Memecast, ProofPoint, and Solarwinds open the e-mails before the user does. This invalidates the link that is sent.