Password Reset does will not send link. How can we fix this?

  • 5 October 2023
  • 10 replies
  • 134 views
E
Rank

We cannot get the password reset to send a link to our members who try to use it.    We have had Docebo for 18 months and opened a support ticket then with no solution.  Anyone else have this problem and how did you solve it?

10 replies

dklinger
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Userlevel 7
Badge +7

@Erika at ASCIP - there has to be a reason for this one...start with is your Docebo Learn instance behind a firewall? Are your emails configured? Have you taken a look at these articles?

Managing the DKIM Feature – Docebo Help & Support

Configuring the SPF Email Authentication Method – Docebo Help & Support

 

E
Rank

@Erika at ASCIP - there has to be a reason for this one...start with is your Docebo Learn instance behind a firewall? Are your emails configured? Have you taken a look at these articles?

Managing the DKIM Feature – Docebo Help & Support

Configuring the SPF Email Authentication Method – Docebo Help & Support

 

Yes, our IT Dept. identified a DKIM error on Docebos side after a year of Docebo insisting the key verified in their tests.  We proved that to be false.  Now that the DKIM issue is fixed, it did not resolve the password reset issue.  We are hoping the community may have ideas for us.

lrnlab
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Userlevel 7
Badge +8

have you also looked at whitelisting the domains the notifications are sent from ? 

docebopaas.com

docebosaas.com

maybe a silly question but have you also checked your spam folders?

E
Rank

have you also looked at whitelisting the domains the notifications are sent from ? 

docebopaas.com

docebosaas.com

maybe a silly question but have you also checked your spam folders?

Not silly at all.  I’m making a list to go over with our IT team.  But, we do ask all our members this question when it happens.  So far, that has not been the problem.

KMallette
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Userlevel 7
Badge +6

@Erika at ASCIP Do you have multiple accounts with the same email address in the platform?  If yes, then the platform doesn’t know which account you want reset.

If you have expired/deactivated accounts with the same email address, you’ll need to change the email address so that it is not the same as the active account. We’ve run into this issue multiple times.

KMallette/Viasat, Inc.
lrnlab
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Userlevel 7
Badge +8

That’s another good point @KMallette ...took us a while to figure that out.

Docebo will send the link to the first account is encounters alphabetically...definitely an issue when you have users who are also admins with different profiles but same email. We were able to bypass this in some cases where the users had their emails accounts that allowed variations on their domains.

Annarose.Peterson
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Userlevel 7
Badge +5

Thank you for bringing this up @Erika at ASCIP , we are randomly getting reports of this as well (especially from users who have their email associated to only 1 profile), this post is helpful and I’m going to start down this list of solutions.

Annarose Peterson (She/Her)
E
Rank

Thank you for bringing this up @Erika at ASCIP , we are randomly getting reports of this as well (especially from users who have their email associated to only 1 profile0, this post is helpful and I’m going to start down this list of solutions.

I’m so happy to know we are not the only ones.  We are moving into 19 months where we can’t get our notifications to send out correctly.  Password links also don’t work.  Can’t get our reports to filter correctly.  Any fix takes months.  So frustrating that the only help offered was to post something here.  I’ve had more help here than anywhere else.

L
Rank

@Erika at ASCIP we have the same issue! Docebo indicated it was because our SPF was not set up correctly (or at least correctly according to them...) but our IT department has proof that it is set up. The other issue we have is that even though our IT teams says we are set up, because Docebo still says its not, they are unable to provide us any sort of logging to understand the sent rate of our emails from the platform, including password resets, so we have no idea the volume of emails not going out. It’s been very frustrating. 

pmo
Rank
Userlevel 7
Badge +2

Hi everyone! 

Have you also configured your MX records? There was a change that SPF, DKIM and MX all be configured in order to use the highest optimization email server we provide. 

Here’s an article that defines the details: 
 



 

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