Resolving Inaccessible Forgotten Password/Username Tasks

Products

• CA Identity Manager
• CA Identity Suite

Issue/Introduction

When users click Forgotten Password? or Forgotten Username on the Identity Manager (IM) login screen, they are redirected to an incorrect or non-functional URL. Common symptoms include:

• Duplicate Path Segments: The URL contains redundant folders (e.g., /identityenv/identityenv/).
• Hostname Issues: The URL uses a short hostname instead of a Fully Qualified Domain Name (FQDN).
• Task Tag Errors: Redirecting to a valid URL but receiving an error that the task (e.g., unlockuser) does not exist.

Environment

Release : 14.5

Component : Identity Manager, Virtual Appliance 

Cause

The "Forgotten Password" and "Forgotten Username" redirection issues are caused by an incorrectly configured Base URL within the Identity Manager Environment settings.

 

Resolution

Step 1: Correct the Base URL

1. Log in to the IM Management Console.
2. Navigate to Environments > [Your Environment Name].
3. Locate the Base URL field and update it based on the following scenarios:

Scenario	Incorrect Example	Corrected Format
Redundant Path	http://FQDN:port/iam/im/identityenv/	http://FQDN:port/iam/im
Short Hostname	http://hostname:port/iam/im	http://FQDN:port/iam/im

4. Save the changes.
5. Restart the Identity Manager environment to apply the new settings.

Step 2: Verify Task Tags

If the redirect works but shows an error regarding a missing task (e.g., task.tag=unlockuser):

1. In the Management Console or User Console, verify if a task with the tag unlockuser (or the specific tag mentioned in the error) exists.
2. If the tag is missing, create or modify a task to include that exact tag name.