CeciliaG.83050 (Customer) asked a question.
Client says she is being asked to reset at each login
Client reported when she logs in she is asked each time to reset her password. I see on my end that she is initiated the password reset "Send Self Servie Password Reset". I don't see any "Invalid Credentials" messages in the logs.
After she receives the link to reset her password, she then is running into the error she can't use the last 4 passwords. Has anyone had anyone run into an issue where the system is prompting a user to reset each time they log in?
Hello @CeciliaG.83050 (Customer) , thank you for contacting Okta Community!
This issue seems too complex to be addressed here. I recommend that you open a Support ticket (Customer Support Account ID number required) so one of our engineers can analyze it and provide in-depth troubleshooting. You could also provide more details in a ticket that shouldn’t be given here, as this is a public space.
Please note that opening a support ticket is a feature available only to paid accounts. If you do not have a paid account, but are interested in upgrading, you can contact our Sales team.
Regards.
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If your user is asked to reset her password, she shouldn't need to do a Self Service password reset. It should show her the password requirements and have her change it at that time. The only time she would need to do the Self Service password reset is if she forgot her password.
Using the RockStar Chrome extension, when does it show that he her password was last reset? - it may just have expired but she hasn't actually changed it. Which could be why she is prompted each time she logs in.
Is Okta or AD the source? - if it's AD, have her try changing her password in AD. If it's Okta, I would give her a temp password ( not send her a link) and work with her to change it.
If you still have issues, Diana is right, it's a good idea to open a Support Ticket.