Summary
Installation Requirements and Restrictions
Q & A
1> Does Password Reset Windows Application (PRWA) support customization ?
-From instance side: custom verifications and Custom UI macros configured on the Process > Advanced page are not supported. (Check Limitations of the Password Reset Windows Application )
-From client side - check: Customize the Password Reset Windows Application
2> Can I use Google reCAPTCHA for PRWA ?
PRWA only uses base-system CAPTCHA even if Google reCAPTCHA is configured on the instance.
Troubleshooting
1> Open the Registry Editor on your Windows computer, navigate to below key:
HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Authentication\Credential Providers\{0780AF60-65C2-4718-942D-E0C56E89EF9B}
Make sure the value in PasswordResetLinkURL is correct.
2> On the windows computer, open IE or Chrome, then test the password reset link URL.
-If the link is not working, check Proxy / Firewall settings for the Windows Computer.
-If the link is working, open IE > Tools > Internet Options > Connections > LAN settings, review the proxy configuration, compare with the proxy configuration for PRWA.
3> On the ServiceNow instance, confirm plugin "Password Reset Windows App" is installed.
4> Launch the app, then on the ServiceNow instance, open table pwd_access_log. If a new entry is created with action column as "Allowed", it indicates the PRWA is able to connect to the instance.
5> On the instance, check pwd_access_control table, out of the box there is one rule: Default rule: allow access. Check if this rule has been modified, and if any custom rule exists.
6> On the instance, check if UI Page $pwd_reset is customized.
7> In the registry key in step 1>, set value of DebugFlag to 1. Then launch the app directly by starting C:\Program Files\ServiceNow\PasswordResetWinApp.exe.
Once the app is launched, open Windows Event Viewer > Applications and Services Logs > ServiceNowPwdReset.
8> Make sure TLS 1.2 is not disabled on the Windows system:
Check below registry key path, value of DisabledByDefault should be 0, and Enabled should be 1
HKLM SYSTEM\CurrentControlSet\Control\SecurityProviders\SCHANNEL\Protocols\TLS 1.2\Client\
