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Password Reset Email Notification is not Sent Or Recieve an Error When Resetting User Password in Fusion Application or in OIM console (Doc ID 1495305.1)

Last updated on OCTOBER 11, 2017

Applies to:

Oracle Fusion Global Human Resources Cloud Service - Version 11.1.7.0.0 to 11.1.11.1.0 [Release 1.0]
Oracle Fusion Incentive Compensation Cloud Service - Version 11.1.8.0.0 to 11.1.11.1.0 [Release 1.0]
Oracle Fusion Goal Management Cloud Service - Version 11.1.9.2.0 to 11.1.9.2.0 [Release 1.0]
Oracle Fusion Application Toolkit Cloud Service - Version 11.1.4.0.0 to 11.1.11.1.0 [Release 1.0]
Oracle Fusion Performance Management Cloud Service - Version 11.1.9.2.0 to 11.1.9.2.0 [Release 1.0]
Information in this document applies to any platform.

Symptoms

  If you are a Software-as-a-Service (SaaS) customer, there are multiple sections in this document that need not be performed by you. Please log a Service Request in My Oracle Support for Oracle to do this for you.

Customer reset a user's password in Fusion Application or in OIM console, but no email notification being sent out.

Steps to reproduce the issue:

Reset password in fusion application:

1. Login to fusion application Welcome Dashboard (classic UI)

2. Click pull down menu after the login user name  -> Set References... -> Password

3. Change login user's password

But the user will not get any password reset email

 

Reset password in OIM console:

1. Log in to OIM console as a customer administrator (who has IT Security Manager role).

2. Click Administration

3. Search for the user whose password needs to be reset.

4. Select and open the user

5. Click Reset Password

6. In popup window, select Auto-generate the password(Random generated), make sure check E-mail the new password to the user

7. Click Reset Password

But the user will not get any password reset email

Sometime, you will get an error Error occurred while changing the user password. Cannot load the email service provider.  

                                           or error The password change operation failed. IAM-3010067:Password reset failed because the user with LDAP DN cn=first last,cn=Users,dc=us,dc=oracle,dc=com doesnt exist in the directory.:cn=first last,cn=Users,dc=us,dc=oracle,dc=com.

 

Changes

 After system upgrade, patching or P2T (Production to Stage copy)

Cause

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