"Password Reset" function no longer working

Question

I have been having many Learners email me for assistance in resetting their passwords on their accounts. They try to use the "password reset" option, but never receive any links, and so they come to me for help. Each time, I now need to go into their profile and manually reset their password. Can someone help me resolve this issue?

Bhoomika.M.5897 · Answer

Hi @Elijah.B.864,

Thank you for reaching out via Brightspace Community!

Based on the behavior described, this issue may require environment-specific investigation, as password reset functionality can be impacted by authentication configuration and site-specific settings.

I would recommend creating a Support case so the team can review the configuration in your environment and investigate further.

Thanks,

Bhoomika

Gordon.W.2315 · Answer

You gotta make sure it works as it should before you can troubleshoot. For something like this I will use my Student Demo test account and try it myself, so I can see exactly what happens and what they see.  If it doesn't work for me in a controlled environment, then I know at least where to start looking.

Once you see that it does work, then you can start figuring out if there's a pattern to the people who aren't getting the email — is it going to spam or do they have a firewall or is the domain blocked, etc.