Password Manager Workflow Service may crash in Password Manager 5.18 when multiple users access Self-Service simultaneously (4383784)

Password Manager Workflow Service may crash in Password Manager 5.18 when multiple users access Self-Service simultaneously

After upgrading to Password Manager 5.18, the Password Manager Workflow Service may stop unexpectedly. When this occurs, the Self-Service site may become unavailable until the Workflow Service is started again.

The Windows Application event log may show QPM.Workflow.API.exe crashing, with ntdll.dll listed as the faulting module. The crash may occur during periods of higher Self-Service usage, such as when multiple users access the Self-Service site at the same time.

Product defect ID: 723056.

STATUS:

The following defect ID 723056 has been created to address this issue, and it will be fixed in a feature release version. Please refer to this article for updates or contact support referencing the Product defect ID: 723056.

 

WORKAROUND:

Configure the Password Manager Workflow Service to restart automatically through Windows Service Recovery options. This does not prevent the crash from occurring, but it allows the service to recover automatically without manual intervention.

Steps:

1. Log in to the Password Manager server.
2. Open Services.
3. Locate Password Manager Workflow Service.
4. Right-click the service and select Properties.
5. Go to the Recovery tab.
6. Configure the following options:
   - First failure: Restart the Service
   - Second failure: Restart the Service
   - Subsequent failures: Restart the Service
7. Set Restart service after to a short interval, such as 1 minute.
8. Click Apply and OK.

723056

This issue is different from the known Password Manager password policy crash scenario involving Maximum Password Length and Disallowed Characters rules. In this case, the crash is related to concurrent Self-Service access in Password Manager 5.18.