Helpdesk Logon Password not accepted for a new user
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Summary

A problem has been identified in DNA Helpdesk, where a newly created users password is not accepted when they try and logon to the helpdesk for the first time. If the user then clicks on the forgotten your password link the password that is emailed to the users Email Address is incorrect and garbled.

Details

To stop the problem occurring for any new users created.

  1. Download the FixPassword.zip file (link at the bottom of this document)
  2. Extract to two files to a temporary folder
  3. On the DNA Helpdesk Server replace the following files with the files extracted from the FixPassword.zip file
    \Program files\NetSupport DNA\Helpdesk\Document Root\CreateContact.asc
    \Program files\NetSupport DNA\Helpdesk\Document Root\Admin\EditUser.asc

This will stop the problem occurring for newly created users. For any users that are experiencing the problem you will need to reset their password.
To do this follow the procedure below.

  1. Logon to the Helpdesk as a user with permissions to edit users
  2. Select Users from the Admin Menu
  3. Select the Problem user from the tree.
  4. Press the Reset Password button on the toolbar.
If you require any further assistance please contact NetSupport Technical Support support@netsupportsoftware.com
Applicable Product(s) : DNA Helpdesk 1.01 ,DNA Helpdesk 1.00 ,
Applicable Operating System(s) :, Windows 2000, Windows 2003, Windows NT 4.0, Windows XP
Associated Files : PasswordFix.zip (193802kb)
Date Created : 12-2-2004 00:00:00
Date Modified : 23-2-2004 12:30:30
Revision Number : 3
DISCLAIMER: The origin of this document may be internal or external to NetSupport Ltd. NetSupport Ltd makes all reasonable efforts to verify this information. However, the information provided in this document is for your information only. NetSupport Ltd makes no explicit or implied claims to the validity of this information.

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