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    JLFolkman
    error_id/7 when using PTA
    Topic posted April 20, 2012 by JLFolkman Gold Trophy: 10,000+ Points 
    1014 Views, 19 Comments
    Title:
    error_id/7 when using PTA
    Content:

     Does anyone know what the error 7 means when using PTA?

    Comment

    • Carl Bramblett

      Hi, I was taking another look at this issue and I realized the exact step to cause the user to have invalid credentials for the portal is to select the "Reset Password" button for that user in the client. After that, nothing seems to be able to restore the user. Does this shed any light? Thanks for the ongoing assistance, and have a terrific Thanksgiving.

    • luke davison
      Hey Carl, Clicking that button invalidates the password on the contact. Unless PTA_IGNORE_CONTACT_PASSWORD is enabled it makes sense that PTA would fail after a password reset. If PTA_IGNORE_CONTACT_PASSWORD is not enabled or you do not want to enable it, you should remove the reset password option from the workspace ribbon. When contacts are logged in via PTA they cannot reset their password from CP. Since you're using PTA, resetting passwords should be managed in the identity provider versus in CX. Happy Thanksgiving!
    • Carl Bramblett

      Hi Luke,

      Much appreciated! That makes sense. Question: once the user is invalidated is there any way to recover them? Or are they essentially lost at that point and should be deleted and recreated?

      Related question (maybe): is there any way to accidentally trigger this reset when importing contacts? We've noticed a few users who have always been logged in via PTA, but were imported using the cient, that also are unable to login.

      Many thanks, and I Hope you had a great Turkey Day!

      Carl

    • luke davison

      Hey Carl,

      Sorry for the delayed response. Unfortunately, it's not straight forward. You can either update the contact's email address to one you control and go through the Password Reset process, then change the email back to it's original value. Or, you can use the API to set a password. Off hand, I can't think of an easier way to accomplish it short of deleting and re-creating the contact.

      Regards,
      Luke.