SSPR login screen reset link loops back to logon screen when selectd.

Question

We are piloting SSPR Lock Screen Reset Link and it has worked well for the majority of our pilot devices.

However we have a couple of devices that are not working as expected. When the user clicks on the Reset Password button, the screen remains blank and does not open the dialogue boxes to begin the password reset. Instead it loops back to the login screen.

The devices with the issue are getting the same GPO to set the registry keys as all other laptops. They are in the same OU's as the laptops on which the Reset Link does work correctly.

Another person did have this problem and asked about this a couple of years ago but never followed up if they resolved the problem unfortunately.

Has anyone else had this problem and resolved it?

Thanks

Answer 1

Hi @James Vandenberg ,

I'm glad that you were able to resolve your issue and thank you for posting your solution so that others experiencing the same thing can easily reference this! Since the Microsoft Q&A community has a policy that "The question author cannot accept their own answer. They can only accept answers by others Opens in new window or tab", I'll repost your solution in case you'd like to "Accept Opens in new window or tab" the answer.

Issue:

For some devices, the SSPR login screen reset link would loop back to the logon screen when selected.

Solution:

Moving the devices to a new OU with the same GPOs applied allowed the Password Reset link button to work as expected. Without being able to dig into your setup it's hard to know the root cause, but it's possible that moving the devices forced a refresh of the GPOs like you said, or that there was some sort of discrepancy.

Please keep me posted if you face any issue like this in the future so that if there is a problem with the product itself, we can investigate the root cause and fix the issue.

Please remember to "Accept Answer" if any answer/reply helped, so that others in the community facing similar issues can easily find the solution.

Answer 2

After checking that all requirements for the Reset link to work successfully were being met by the problem devices, we moved them to a new OU with the same GPO's being applied and the Password Reset link button worked as expected.

Moving the devices to a new OU worked for us. I suspect that moving the devices forced a complete refresh of the GPO's. Weird - IMO - that it worked successfully by just moving the devices to a new OU but we're running with it.