Article number
000003201
Affected Versions
All
Source Hypervisor
All
Target Hypervisor
All

Problem Unable to reset MyZerto Password

Viewed 503 times

Summary

An admin may try and reset their password, but find that they cannot.

Root Cause

  • Temporary password sent by Zerto is directed to the Spam folder.
  • Password doesn't meet complexity criteria.
  • User's e-mail or temporary password are entered incorrectly.

Symptoms

  • Password Cannot Be Reset, Do Not Refresh The Password Reset Page"
  • Activation email is not received 
  • Temporary Password For Account Activation Is Not Working

Solution

  1. Make sure to check your Spam Folder
  2. If you have received the following error message: “Password Cannot Be Reset, Do Not Refresh The Password Reset Page" it means that the password you've tried to set is not complex enough. In order to resolve this issue please try a different password that meets all of the following criteria:
    • 8 characters
    • 1 uppercase character
    • 1 lowercase character
    • 1 digit
    • 1 symbol
  3. If you have received the following error message: "Temporary Password For Account Activation Is Not Working" please try to manually type the temporary password into the activation page and use lowercase letters ONLY in their username.
If the issue persist,  please contact us at support@zerto.com and include the full name and email address of the affected user.