User has forgotten password to MSG/PSE Secure Reader

This discussion has a more recent version.

Issue:

A user has forgotten their password to Secure Reader and there is no direct way to reset it.

Resolution:

For internal users, the password can be reset through the appliance webGUI:

  1. Log in to the appliance webGUI
  2. Go to the System-tab
  3. Navigate to User Management->Users on the right
  4. Search for the users email-address
  5. Click the email address to bring up the user details
  6. Go to the Authentication-tab
  7. Click the Reset-button next to the password
  8. The user will get a welcome email with a temporary password and a link to the end user services that is valid for 30 minutes
For external users, the recommendation from Proofpooint is to remove the user and have them re-register:
  1. Log in to the appliance webGUI
  2. Go to the System-tab
  3. Navigate to User Management->Users on the right
  4. Search for the users email-address
  5. Check the box to the left of the account that needs to be removed
  6. Click the Delete-button on top of the user list
  7. The next time the user tries to access the Secure Reader, they will be prompted to create a new account
Removing a user has no impact on how the user can access mails in the future. After the re-registering they will be able to access all their secure mails as before, as long as they are still stored on the appliance.
Although the temporary password sent by the welcome-email will work for an external user to access the Secure Reader, the link in the mail to the end user services will not. As this might cause unwanted confusion the better solution is to remove the current user completely.

Article no: 000007798

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