000035714 - RSA Adaptive Authentication for eCommerce/3DSecure: How to reset a password when userID is not listed after searching

Document created by RSA Customer Support Employee on Mar 16, 2018
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Article Number000035714
Applies ToRSA Product Set: Adaptive Authentication for eCommerce/3DSecure
RSA Product/Service Type: Adaptive Authentication for eCommerce/3DSecure

IssueA superadmin has a need to change a password for a user ID but when a search is done for that user ID, nothing is found. The user ID is known to exist because if a new user account is attempted to be created, an error message is given that the user ID already exists.
ResolutionThe problem is that the account that you are using to change the password does not have the correct role to view/edit this existing (and unseen) user ID. The way around this is to temporarily change the role of the unseen user ID. This is done by entering the Add Group Administrator function and choosing "Existing CS user - Enter User ID" The unseen user ID should be entered and you should be able to edit this userID. Simply change the role (but please note what the existing role is before changing) to a role such as Group admin All. Once the role is changed, you should now be able to change the password. Once the password has been changed, change the role back to the original role.