Banks, credit unions, insurance companies,
|Symptoms||A user receives a Session expired message when trying to reset their password using the Self-Service portal.
|Cause||Password Manager is based on IIS and uses internal IIS session variables to handle info.
IIS session is limeted and may expire. Default timeout is 20 minutes.
Also such error can occur when there are some issues with cookies, for example they do not correspond to the current session, or refers to another URL, etc.
|Resolution||First of all make sure that it is not a real session expiration. If a user started the password reset procedure more that 20 minutess ago, then it is expected.
Also please try clearing up all cookies
If this does not help, please check that there is not any incorrect redirection set up.
Please refer to the KB1574 for instruction on how to setup redirection for Password Manager.