Reset password failing

Can you confirm that the user is not 'locked' due to too many incorrect password attempts?

Also unlikely, but are you positive you're not picking up any extra spaces when copying the temporary password?

Check for audit logs.

Password Resets

When a user resets their password by following an email generated by the Forgot Password page, Appian logs information in a comma-separated (CSV) file, password_resets.csv, in <AE_HOME>/logs/audit/. Data captured includes the following: 

Timestamp	Date and time when the request was made in yyyy-mm-dd hh:mm:ss format.
Username	The user whose password was reset.
User IP Address	The IP address that the application server associated with this request.
Source	The initiator of the password reset process. Valid values: "Forgot Password."

 

 

Forgot Password Requests

User requests to reset a forgotten password are logged in a comma-separated (CSV) file, forgot_password_requests.csv, in <AE_HOME>/logs/audit/. Data captured includes the following:

Column	Description
Timestamp	Date and time when the request was made in yyyy-mm-dd hh:mm:ss format.
Username	The username entered in the reset request.
Email Address	The email address to which the email was sent. If no email was sent, this field will be blank.
Email Type	The type of email sent. Valid values are: "Password Reset," "Deactivated User," "Password Not Old Enough," and "Not Authenticated Through Appian." The value may also be blank if an email was not sent. In such a case, "Reason Email Was Not Sent" will have a value explaining why an email was not sent.
Requestor IP Address	The IP address that the application server associated with this request.
Reason Email Was Not Sent	The value will be empty if email was sent. Otherwise, value will be one of the following: User does not exist. User does not have an email address User email address is invalid Invalid "from address" in custom.properties

 

Hi, I only find this files on the directory that you pointed:

 

 

The File that has with an information closer that you are saying is this one.

Where i reset a password at 10 jul 2017:

 

Hi fredericom

Could you please confirm user is locked or deactived and you can verify user name and password is having any spaces
As kondetiv said you can verify audit logs and try to reset password from /designer and /admin console once

Thanks

It could be also if this user was made manual and later on Appian was integrated with LDAP. And now is checking LDAP for that user.

How can I check if the user is locked or not?

Navigate to the 'Users' section of the Admin console, click the checkbox next to the relevant username, and see if a button appears to unlock the user.

Do you know if this option exists for 16.2? I tried and click on the box and the only buttons I see are Create, Deactivate and Reset Password. For some reason, one of the users is not able to login and when I reset the password and she enters the temporary password, it says username or password is incorrect. Any ideas why this is happening and how I can better debug this?

Try finding the user in the /designer People tab. Click on the user and see if an 'Unlock User' button appears there.