Password reset email

Rica.B.774
Rica.B.774 Posts: 11 🌱
edited June 12 in Higher Ed / Postsecondary

The user initiated password reset email is not sending out to them. This doesn't seem to happen to everyone and cannot find or see a pattern of why this is happening. It's actually been this way for a while. If I look up a user, I can send them the password reset link email and they will get it. What could be causing this? What settings/permissions do I need to check?

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Answers

  • Subul.I.322
    Subul.I.322 Posts: 157 admin

    Hi @Rica.B.774, thank you for reaching out to the Brightspace Community!

    This is something we would like to take a closer look at with a support case. Can you open a case through the ASC Support Portal so that we can review your Brightspace Instance with a dedicated support agent?

    Here's how you can do it: https://community.d2l.com/brightspace/kb/articles/1175-approved-support-contacts-create-a-case-or-service-request

    Feel free to reach out again if you need additional help!

    Thanks!

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  • Cari.R.407
    Cari.R.407 Posts: 7 🌱

    Rica did this ever resolve for you? I have the same problem.

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  • Rica.B.774
    Rica.B.774 Posts: 11 🌱

    No. I was asked to provide the information of the student it was happening to. I already pushed the password reset email and they were able to make the change. We had a planned outage and the students were scrambling to get their password reset.

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  • Isidora.R.173
    Isidora.R.173 Posts: 15

    Hi everyone😃,

    When users need to reset their passwords, there are two main options:

    1. Manually setting a new password
    2. Sending a password reset link via email

    To send a reset link, the user initiating the action must have the "Send Users a Password Reset Link" permission enabled under the Users tool. With this permission, they will see the "Email Password Reset" option in the context menu of users' names in User Management or Classlist. Ex:

    image.png

    If you have access to this feature and are triggering the reset emails, but users are not receiving them, there may be an underlying issue. Common causes include:

    • Misconfigured email settings in your Brightspace environment
    • The email being filtered into spam or blocked by the recipient’s email provider
    • Domain-level restrictions or blacklisting
    • The user’s email address being incorrect or inactive

    Unfortunately, these issues can be difficult to diagnose without specific examples. If you're seeing inconsistent delivery or no clear pattern, we strongly recommend contacting your organization’s Brightspace administrator. They can submit a ticket to our Help Desk for a more in-depth investigation, including a review of email delivery logs.

    Important Notes:

    • This password reset functionality applies only to users authenticated through Brightspace’s Local authentication.
    • If users log in via SSO (Single Sign-On) or another external identity provider, the reset link will not apply to their credentials. In such cases, password management must be handled through the external system.

    Please feel free to reach out if you have any further questions🤝

    Isidora

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