KBPortal: Search Fails After Changing Password in Settings Tab

almost 14 years ago | Article no. 3684

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THIS ARTICLE APPLIES TO:

Knowledgebase version 9.0.1

ISSUE DESCRIPTION:

After changing user password via the KBPortal Settings tab, users are unable to search until they log out of, and back into, the KBPortal.

ROOT CAUSE:

Each search is accompanied by an authentication of the user’s username and password, but the credentials are changed when the user changes their password in the Settings tab. This results in an authentication failure until the user logs out and back into the portal with the new password.

SOLUTION OR WORK AROUND:

After changing the password via the Settings tab in the KBPortal, please immediately log out of and back into the KBPortal with the new password. This ensures that the correct password is used to authenticate all search queries.

AFFECTED SYSTEMS & USERS:

Any external user who changes their password via the Settings tab can experience a search error "An error occurred while processing your request" if they attempt to perform a search on the portal before logging back in with the new password.

ADDITIONAL INFORMATION:

Product developers are investigating changes to Knowledgebase to more clearly notify the user that changing the password requires them to log back in to the portal.

ESCALATION PROCEDURE:

If this issue continues after performing these steps, please contact our Support Team at 877-373-7848 or via email at CIMSupport@moxiesoft.com.