Forgotten Password (ForgottenPasswordSearch) TEWS failed with "Could not find a user matching the information provided" error

Products

• CA Identity Manager

Issue/Introduction

ForgottenPasswordSearch TEWS call failed if Password Hint answer TEWS call sent to another IM node.
The following error shown in IM application server log
   ERROR [com.netegrity.ims.tabhandlers.ForgottenPasswordSearchHandler] (default task-4) search(): Could not find a user matching the information provided

This happens usually when there is Load Balancer or Proxy server in-front of multiple IM nodes in cluster environment. The Load Balancer or Proxy has sent the TEWS call at the stage of answering Password Hint to different IM node.

Environment

Release : 14.x, multiple IM nodes in cluster

Component : IdentityMinder(Identity Manager)

Cause

The full set of TEWS calls for Forgotten Password public task is required to be sent to single IM node.

Resolution

The full set of TEWS calls for Forgotten Password public task is required to be sent to single IM node. This is the current design.

Configure Load Balancer or Proxy Server to send all the full set of TEWS calls for Forgotten Password public task to a single IM node.

Additional Information

Documentation: Forgotten Password Admin Tasks SOAP Calls via TEWS API