The Forgot password link fails to send an email or no email is received

Products

• Endpoint Protection

Issue/Introduction

The SEPM is no longer accessible because of a forgotten password and either email was not configured or the email is not being sent.  

Using the Forgot your password list on the login screen does not result in an email.

Resolution

Logging can be enabled that will capture the URL and password needed to be able to reset the password.

1. In a text editor, open the following file:
   
   C:\Program Files (x86)\Symantec\Symantec Endpoint Protection Manager\tomcat\etc\conf.properties
    
2. Change the following line:
   
   scm.log.loglevel=WARNING
   
   to:
   
   scm.log.loglevel=FINEST
3. Add the following line
   scm.mail.troubleshoot=1
4. Save the changes
5. Restart all of the Symantec Endpoint Protection Manager services

This setting will cause additional email debug output to be saved to the "tomcat/logs/stdout-0.log" log file.

Note: If you see the following messages in the stdout-x.log it indicates that the email that was added for the user is no longer valid and this process will not work.

Unauthenticated email from testco.com is not accepted due to domain’s
or
DEBUG SMTP: got response code 550, with response: 550-5.7.26 Unauthenticated email from <DOMAIN.> is not accepted due to domain’s