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Title
Password Manager - Blank Page Shows Up when Trying to Unlock an Account Through the Self-Service Site -
Description
When a locked user clicks Unlock My Account in Password Manager Self-Service, the page may go blank instead of continuing the workflow.
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Cause
This can occur when the Unlock My Account workflow is configured to use Mandatory Questions only, but the user’s Q&A profile contains only Optional Questions and no mandatory ones.
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Resolution
Review the workflow here:
PMAdmin > Home > Default Management Policy > Expand Self Service Workflows > Select Unlock my account workflow > Authentication Methods > Select Settings
Next to Authenticate with Q&A profile (Random Questions), click Settings and verify whether only Use mandatory questions is enabled.
If the affected users only have optional questions enrolled, enable Use optional questions as well, or update the users’ Q&A profile so they have mandatory questions configured.