Request Failed popup with Runtime error asking to Please contact your system administrator for support when doing SelfService Password Reset in Vapp 14.5.1 from Identity Portal User Console

Products

• CA Identity Suite

Issue/Introduction

Issues with users changing their passwords after updating Vapp from 14.5 GA to version 14.5.1 from Identity Portal User Console, user is using Self Service Password Reset Task:

Use Case 1: Password Length Popup showing Run Time error instead of message that password length is out of Password Policy

Use Case 2: The Password Length Popup from Use Case 1 is resolved with some Hot Fixes provided by Broadcom Engineering Team, but noticed that If a password contained a special character (e.g., '&'), the system would display also generic "Request Failed" message instead of a helpful validation 

Use Case 3: Linked Account Update Failure not clear message to end user even the Corporate User/Global User being updated successfully

Issue: The problems of Use Case 1 and 2 were resolved fix some Hot Fixes provided by Engineering but yet noticing problem in this situation: When changing a corporate user's password, if there was a problem updating some linked accounts, the system would show a generic "Request Failed" message instead of more specific information.

Environment

Vaap 14.5 upgraded to 14.5.1

Resolution

Resolution for Use Case 1: The initial patches (HF_IMS-14.5.1-20250204115412-DE624179,DE624181_001 and HF_IP-14.5.1-20250204145610-DE624179,DE624181_004) were deployed in production and resolved the password length popup issue.

Resolution for Use Case 2: Engineering provided new patch, HF_IP-14.5.1-20250611223251-DE634278_0003.tgz.gpg

Resolution for use Case 3: Changed the Forgotten Password Task1 from ForgottenPassword to ForgottenPasswordReset editing the IP connector for CAIM under the Tasks tab

Together with fix HF_IP-14.5.1-20250611223251-DE634278_0003.tgz.gpg the expected message is popped up in this example showing that Global User <global user name> password updated successfully. Associated account password update with failed account operation. Indicating that Corp and Global User were update well while some accounts in some endpoint failed making user aware that not all password update process failed but only for some accounts.



In Summary to resolve all the issues - all together

A. IM Hot fix: HF_IMS-14.5.1-20250204115412-DE624179,DE624181_001
B. Changed the Forgotten Password Task1 from ForgottenPassword to ForgottenPasswordReset editing the IP connector for CAIM under the Tasks tab
C. IP Hot Fix: HF_IP-14.5.1-20250611223251-DE634278_0003.tgz.gpg

Additional Information

Please, open a Support case if you need this fixes to Support share the fixes on demand for 14.5.1. Remember that 14.5 is scheduled to EOS in 2026 and good plan upgrade to v15.

About v15 actual version: Engineering mentioned that these new Hotfixes are not available in the v15 GA but is planning be available in the future fix packages. In case these fixes not available yet in a new fix pack. Please, open a Support case to request these patches on your demand.