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If email password reset is not working, review the following possible causes.
NOTE:Administrators with the Manage role can update user passwords from Gateway Administrator. From the tab, select the user, click , then click to expand .
Problem: After clicking 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 in Gateway Administrator.
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 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 File Transfer Administrators group.
Problem: After clicking 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 Reflection Secure Shell Proxy. On the pane, click .