Password Troubleshooting

If email password reset is not working, review the following possible causes.

Note: Administrators with the Manage FileXpress users role can update user passwords from Gateway Administrator. From the Users tab, select the user, click Edit, then click to expand Change password.

Problem: After clicking Reset on the password reset page, the user sees a message that says, "Time sensitive instructions to create a new password have been sent to the email address we have on record for this account..." but the user does not receive an email

  • Confirm that email support is correctly configured.
  • Because the Gateway Administrator provides access to sensitive information, users who are members of any group with access to the Gateway Administrator cannot reset their password using the Transfer Client reset link. These users will not receive any email notification after clicking the link. Users with the Manage FileXpress users role can reset their password using Gateway Administrator. Gateway Administrator users who do not have this role should contact a member or the Administrators or Transfer Site Administrators group.

Problem: After clicking Reset on the password reset page, the user sees a message that says, "An unknown error has occurred. Please try again later or contact your system administrator."

  • This indicates that the connection to the Transfer Service failed. The log might include the message "Authentication failed for user rsitmodule."

    To resolve this, open the FileXpress Secure Shell Proxy. On the FileXpress Users pane, click Activate and Verify.