Unable to (re)set my Support Portal password

  • Nov 27, 2024
  • Knowledge

Title
Unable to (re)set my Support Portal password
URL Name
When-attempting-to-re-set-your-Support-Portal-password-the-e-mailed-link-redirects-to-the-Support-Portal-login-page
Summary
Validation Status
Validated for Customers
Article Number
000009897
Symptoms
  • When attempting to (re)set your Support Portal password the e-mailed link redirects to the Support Portal login page
  • Password (re)set link received via email starts with: https://xyz00.safelinks.protection.outlook.com/?url=
    • xyz00 is a placeholder to show the format. The actual address will be different
  • Applies to initial Support Portal password setup
  • Applies to password (re)set initiated via Forgot Your Password? link on the Login page
    • image.png
Environment
Vocera Support Portal
Safe Links in Microsoft 365 Defender
Additional Information
  • Referenced Salesforce article
    • The steps for editing Safe Links settings is outdated in the Salesforce article
    • The Vocera Support Portal is built on Salesforce Experience Cloud
  • The steps in the resolution below must be performed in the Customer's environment by someone authorized to make such changes to security policy
Resolution
  1. In the Customer's environment, launch https://security.microsoft.com/safelinksv2 with Office365 admin credentials
  2. Follow the steps documented by Microsoft to modify the appropriate Safe Links policy
  3. On the URL & click protection settings page under the Do not rewrite the following URLs in email section, add https://vocera.stryker.com/*
  4. Save changes
Cause
  • The URL provided when performing a password reset is a one-time accessible URL.  Safe Links in Microsoft 365 Defender accesses the URL, therefore invalidating it for the end user
Vocera Platform

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