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"Sorry, an error occurred while processing your change password request" error is shown in the RM Unify Management Console
Published Date : 28 Apr 2021   Last Updated : 04 Oct 2024   Content Ref: TEC7860940  


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SummaryDetails an uncommon error which an authorised user may see when changing another user's password in the RM Unify Management Console.



Symptoms

You are a user with the rights to change another user's password in RM Unify. You are able to update the password successfully, proven by the user being able to access RM Unify with the new password. However, you also receive the following error message:

"Sorry, an error occurred while processing your change password request. If this problem persists, please contact RM Support"

This issue has been reported on sites with RM Unify Network Provisioning enabled.



Cause

In rare scenarios, a user's RM Unify account can be left with an unexpected null value for one of the database attribute values. This prevents the cloud password being synced to the network.


Procedure

Reset the user's AD account password on the network. This will replicate to RM Unify, clearing the null value and ensuring that both the cloud and network passwords are in sync.


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Document Keywords: TEC7860940, rm unify, error, rm unify management console, Sorry, an error occurred while processing your change password request, RM Unify Network Provisioning,


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