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Workaround for Xona v5.5.1 password reset error

Known Issue

Affected Versions

v5.5.1.2643

Affected Components

XCM, CSG.

Affected Features

Password resets while MFA requirement is enforced for users.

Fix Version

v5.5.2 (TBD)

Description

When a Xona v5.5.1 device is enforcing the MFA requirement for local and AD users, the users may be unable to set new passwords due to an error that appears in the browser window.

The error can occur in a few ways:

  1. If the user attempts to reset their password from the Profile area.

  2. If the user's password was reset by someone else (Admin or User Manager) and they attempt to login.
  3. If the user is new and they must set a password after initial login with a temporary password.

Recommendations

  • Temporarily exempt the MFA requirement for the user during the password reset process so the error can be avoided. After the password has been reset, remove the MFA exemption.

Workaround

As the Xona admin or user manager:

  1. Login to the Xona device using a web browser.

  2. Navigate to the Users page.

  3. Locate your user who needs to reset their password and click on their name to view details.

  4. Scroll down on the user detail page and turn on the "Exempt User From MFA" option.
  5. (If not done already) Click on the "Reset Password" button and provide the temporary password to the user.
  6. Notify the user to set their new password.

As the user, who needs their password reset:

  1. Login to the Xona device using a web browser using the temporary password.

  2. When prompted to reset your password, enter:

    1. The temproary password

    2. The new password
    3. The new password (again, to confirm).

As the Xona admin or user manager:

  1. Confirm the user has reset their password and logged in successfully, by etiher:

    1. Communicating with the user directly, or

    2. Monitoring the Logs page on your Xona device for password reset and login events for that user.

  2. Navigate to the Users page.

  3. Locate your user who needs to reset their password and click on their name to view details.

  4. Scroll down on the user detail page and turn off the "Exempt User From MFA" option.

 

Additional Information

Unsure if this is required for your Xona deployment? Please reach out to support@xonasystems.com and we would be happy to discuss it with you.