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KI-114

Collaborator Portal password reset loop

Created date	01/09/2024	Updated date	01/09/2024
Status	Salesforce Dependency	Related work item	MPP-2158
Description	Users who try to reset their Collaborator Portal password may run into an endless loop where they are continuously prompted to enter their email address to receive a reset password link but never prompted to actually enter their new password. Additionally, users may see a password reset success message even though their password is never actually reset.
Affects version(s)	All versions	Impacted capabilities	N/A
Steps to reproduce	Navigate to the Collaborator Portal. Click Forgot Password. Enter your email address, and click Continue. The following message will appear: “Success: Thank you for resetting your password. Please check your email for a link to set your password.” Additionally, an email containing a reset password link will be sent to your inbox. Click the reset password link in your email. Your browser should open a page for you to enter a new password. However, you may instead see a success message or a text field to enter your email address again and are never prompted to enter a new password.
Workaround	System admins can reset the passwords for Collaborator Portal users in the Komodo Publications Planning Salesforce org. In Setup, search for and select “Users”. Select all of the Collaborator Portal users who need to reset their passwords. Click Reset Password(s). The users will receive an email with a reset password link that does not contain the endless loop.
Fix version	N/A	Resolution notes	The Komodo Publications Planning product team is unable to fully replicate the issue. However, according to Salesforce’s “Password reset stuck in a loop for Experience Cloud Site User” documentation, system admins should be able to resolve this issue in the Salesforce org. In Setup, search for and select “Profiles”. Click the profile(s) of the affected Collaborator Portal user(s). Under Password Policies, ensure that the Don't immediately expire links in forgot password emails checkbox is checked.