Adobe Connect Guests Unable to Log in After Password Reset

[Bradley_Graham]

Today it was brought to my attention that our Adobe Connect Guest accounts get “Invalid user or password. Please try again” errors after resetting their password. The same error occurs whether the guest uses the "forgot password” link, when an admin selects “Send a link to reset this user's password,” and when an admin selects “Set temporary password for this user.”

I have just closed an Adobe Connect support case that took 8 months to resolve, and I am not happy about having to call support again.

[laurenkg · Accepted solution]

Hi Bradley,

Guest rights will have no ability to login to Adobe Connect. You'll have to convert them to a full Adobe Connect user in order to allow for this (Administration --> Manage Guests --> Select the Guest --> Convert to User).

I hope this helps.

[Bradley_Graham]

Thanks! I was testing this improperly. Our Guests are indeed able to able to log into Seminar Rooms after a password reset. I'm still not sure what was going on with the person who reported the issue to me.

[laurenkg]

Hi Bradley,

Ok, very good. I think they were trying to login to Adobe Connect Central (eg. http://my.connecturl.com) instead of the Seminar Room (eg. http://my.connecturl.com/seminarroom/). If you try it out, logging into Adobe Connect Central as a guest user won't work and will perpetually return a password error, even if the password is right. If you reset their password, then when they attempt to login to Connect Central they will be asked to provide a new password, so it looks like it will work - but once the password is reset, they will be brought back to the login screen again, and the new password will fail just as the old one did.