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"User ID was not Found." error message after answering the first Forgotten Password question on Identity Portal


Article ID: 222086


Updated On:


CA Identity Portal


We have built out the ForgottenPassword reset feature and it works as expected in Identity Manager, but when attempting to reset the Forgotten Password from the Identity Portal the first Question is presented and answered, then an error message is displayed "User Id was not found. Please try again":

Occasionally we can get to the 2nd question, and very rarely the password will get reset correctly, but most of the time the above message is displayed.   

BackendMessages in logs:
Error: Code: 700, Literal: com.netegrity.ims.exception.IMSException, Message: The User information entered does not match an existing user.,
        at sun.reflect.NativeMethodAccessorImpl.invoke0(Native Method)
        at sun.reflect.NativeMethodAccessorImpl.invoke(
        at sun.reflect.DelegatingMethodAccessorImpl.invoke(
        at java.lang.reflect.Method.invoke(


This is only occurring in VAPP based environments setup with 2 or more IDM and Portal nodes.   In single VAPP deployments, this error never occurs.   
The issue is a result of the call from Portal into IDM getting redirected to a different IDM node that is not aware of the request and returning an error back to the Portal which is displayed the User Id was not found error to the end user. 


Release : 14.2, 14.3 14.4



This is a result of the check box "Update Client URL" in the Identity Manager connectors Web Services > Advanced setting.  
To resolve the error uncheck the "Update Client URL" check box, then clear the Portals Cache, and the Browsers cache and users should be able to reset their passwords from the Portal.

Additional Information

As of Sept 15th 2021, SE has corrected this to allow the Forgotten Password to work regardless of the state of the  "Update Client URL" check box.   This fix will be rolled into the next set of Cumulative Patches.