MatthewW.16216 (Customer) asked a question.
Self-Service Password Error When Users Reset Their Own Password
Our users have been able to reset their own passwords via our Okta SSO page for quite some time. In the past few months, every time anyone tries to reset their password they get an error "Unable to change your password at this time. Please try again or contact your administrator." but even getting this error every single time the password change still goes through but its getting confusing for users and they go to reset password again which also fails as we have a password policy in place that users can only reset password once every 24 hours. Any help would be greatly appreciated on why it error messages every time but the password actually DOES change.
Thanks!
Hi @MatthewW.16216 (Customer) , Thank you for reaching out to the Okta Community!
This typically means that the users don't the Password Policy criteria for self-service.
There are multiple variables that can be configure for example "Okta users vs AD users" or specific group memberships, IPs, etc. that could impact the user's capability to self-serve.
If this used to work and now it does not, I recommend reviewing the configuration for any recent changes.
You can take a look at the System logs for something like eventType eq "policy.lifecycle.update" , but depending how long ago this started happening you might not be able to see the event. As per Okta's Data Retention Policy, logs would be 90day tops (with a few exception mentioned in the doc).
The Okta Community Questions forum isn't really meant for in-depth troubleshooting.
I noticed that you already have a Support ticket open, so I recommend continuing the discussion with the assigned Technical Support Engineers. They'll be able to access additional tools and resources to help you get to the bottom of it.
If possible, when you have clarified the situation, please return to this post and share the solution to help any other members of the Community who might be experiencing the same.
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Hope my answer helps!
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