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Forgot password emails not sending for all users

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Posted on by smd246

I have a scenario where the forgot password email is sending for users that have owner as SYSTEM, but are not sending for users that have an owner set to main user associated with the Power Pages Site (Portal - * in the screenshots below).

It can be seen this user worked OK and they received the email:

The following user has no timeline with forgot password requests, despite multiple attempts (note the contact is not created by SYSTEM):

We are using a shared mailbox in the from field in the "Send Password Reset to Contact":

I can see when the Send Password Reset to Contact process runs, it runs under the same user that owns the problem contacts:

When we attempt to send a password reset for the user, we don't see an error in the portal:

It is as if the Send Password Reset to Contact is not even triggering.

What would make Send Password Reset to Contact for run for some users and not others?

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smd246 28 on at

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Re: Forgot password emails not sending for all users

I found the issue. The contact didn't have their "Email Confirmed" field set.

That's a separate issue I need to figure out.
smd246 28 on at

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Re: Forgot password emails not sending for all users

I have managed to view the trace logs. When I reset the password for a contact where the owner is SYSTEM and password reset message is sent, I see log entries highlighted in yellow:

This confirms that the trace log is working, although the information in the logs is far from helpful.

For the users where the contact record is not owned by SYSTEM, no matter how many times I try I can't get a corresponding entry in the trace logs.

This is consistent with my suspicion that for some users the Send Password Reset to Contact process is not even triggering.

I had to do some digging to find the plug-in trace logs. For anyone else looking at this issue, you can
* Enable trace logs via the Dynamics 365 web app via menu Settings -> Administration -> System Settings and then select the Customizations tab
* View the plug-in trace logs via Dynamics 365 web app via Settings -> Plug In Trace Log
Fubar 7,960 Super User 2025 Season 1 on at

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Re: Forgot password emails not sending for all users

Go to Advanced Settings

Then Settings->Customization->Plug-in Trace Log

Similarly from Advanced Settings you can use Advanced Find, and the table for Plug-in Trace Logs should be there.

Edit: I also would turn the Trace log on for All (not just errors, as someone may catch the error and just output a log entry rather than throw the actual error)
smd246 28 on at

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Re: Forgot password emails not sending for all users

Hi @Fubar,

Thanks for the suggestions.

I have unchecked "Enable Rollback":

Turned on tracelog:

But can't find the PluginTraceLog Table. And the XrmToolkit CRM Trace Reader doesn't show anything (not sure if that is the right place to look).

Nothing in the Process Sessions view either.

Logs would be amazing.
Fubar 7,960 Super User 2025 Season 1 on at

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Re: Forgot password emails not sending for all users

Not sure what the issue is, but you could try (deactivate the action) unchecking "Enable Rollback" and try it again to see if the Process Session remains showing an error. Could also try turning on and looking at the plugin tracelog may show something as the action is probably called from a plugin.