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Title
Password Manager - Blank Page Shows Up when Trying to Reset a Password Through the Self-Service Site -
Description
Forgot My Password shows blank page when workflow expects mandatory questions but user only has optional questions.
When a user selects Forgot My Password in Password Manager Self-Service, the page may go blank instead of continuing the password reset workflow.
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Cause
This can occur when the Forgot My Password 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 "Forgot my Password" workflow here:
PMAdmin > Home > Default Management Policy > Expand Self Service Workflows > Forgot my password workflow > Authentication Methods > 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.