Reset Username and/or Password (Web Portals)

Overview

Updated 05/16/2023

Forgot/Reset Password and/or Username
    Forgot/Reset Username
    Forgot/Reset Password
Troubleshooting
    Recover Username - No reset email
    Recover Username - Incorrect Username Received
    Issues with Password Reset
    Recover Username / Reset Password Server Error

Forgot/Reset Password and/or Username

This username and password help article explains how to use the sign-in screens in the Talent Module which is used by job applicants. For username and password help regarding the Recruiter module,

• Click here for more information on Signing In

Forgot/Reset Username

1. From the Sign in page, click the Forgot username? link.
   
   
   
   This will open the Forgot username page. 
   
   
   
   

2. In the Email address field, enter the email address associated with the user account.

3. Select Send email. This will open the Username Retrieved page.
   
   
   
   The system will send an email containing the username associated with that address.

4. Select Return to sign in to return to the sign in page.

Forgot/Reset Password

There are three steps to resetting a forgotten password:

Step 1. Request Verification Code

The first step in the process of regaining access is to request an email containing a verification code from the Avionté Web Platform system.

1. From the Sign in page, click the Forgot password? link.
   
   
   
   This will open the Forgot password page.
   
   
   
   

2. In the Username field, enter your username.

3. Select Send email. The Verification code page will load, and the system will send a message to the email account associated with your username.  The verification code page will be displayed. 
   
   

Step 2. Enter Verification Code

Once the email containing the verification code has been received, there are two methods of entering the code into the system:

Method 1: Open Verification Code Hyperlink from Email

Use this method if the email program being used supports hyperlinks in email messages.

The email message sent by the system includes the verification code as a hyperlink in the body of the message.

1. Open the message containing the verification code.

2. Select the verification code link in the email. The Reset password page will open in a new browser tab.

Method 2: Manually Enter Verification Code

Use this method if the email program being used does not support hyperlinks in email messages.

1. Open the message containing the verification code.

2. Copy the verification code from the body of the message.

3. Return to the Verification Code page in the web browser.
   
   
   
   

4. Paste the code or manually enter the code into the Enter verification code here field.

5. Select the Submit code button. The Reset password page will load.

Step 3. Create New Password

1. Enter a new password in the Enter new password field following the guidelines described in the Password tips section of the page.

2. Re-enter the password in the Re-enter new password to verify field.

3. Select Reset password. If the new password is valid, the Password changed! page will load.

4. Select Close. The Sign-in page will load in the current web browser window.

Troubleshooting

Recover Username - No reset email

Issue

A username or recovery request was submitted by a talent user, but no email has been received.

Cause

If an email has not been received after a reasonable amount of time, and the message has not been filtered out as spam or junk mail, there are three potential causes of this issue:

1. Two talent users have the same email address set as their primary email address on the Avionté Web Platform in Admin > Talent module settings.  In this case, no recovery message is sent.  This is a security measure that prevents information being sent to unauthorized users
2. No email address has been entered for this talent user.
3. There is no Web Login User associated with the email address.

Solution

Talent users who experience this problem should contact a recruiter with the staffing agency and ask to verify their account information.  This will help to ensure that the correct email address has been entered into the system.

Recover Username - Incorrect Username Received

Issue

After submitting a username recovery request, the wrong username is received after submitting a request to recover a forgotten username.  

Cause

This issue is caused by the talent user account being configured with the same email address as an existing Recruiter Module user account.  The username sent out in the recovery email belongs to the Recruiter Module user account

There are two common situations that result in this problem:  

1. A recruiter entered their own email address for a talent user by mistake.
2. An employee of a staffing agency has both a Recruiter Module user account and an employee record web user account in the system, both of which are associated with the same email address.  

Solution

Change the email addresses associated with the user accounts.

It’s recommended that the staffing agency / employer email address be used for a recruiter account, and a personal email address be used for the talent account.

Issues with Password Reset

Issue

User Login Failure - CM008 Message Received - "The server has encountered a problem. Please retry or contact your administrator."

If Aero users are unable to log into the interface, the issue may be that Aero is not properly handling an administrative password request.

Resolution

Aero does not currently handle the core application's request to automatically reset a password. This is a known issue and will be addressed in a future release.

To remove the request,

1. From the Start Page in the core application, click the Actions button. The Actions menu will display.
2. Select Admin Tools. The Admin Tool Main window will display.
3. From the Category column, select Employer.
4. From the StaffingSupplierDesc column, select the Employer to which the User will belong. The Supplier Administration window will display.
5. Select the User tab from the top of the window.
6. Select the Add/Edit button. The User Administration window will display.
7. Click on the user for whom you are managing web login access.
8. Select Web Login. The Web Login User page will display.
9. Enter a new password. This will be the password used for any of the user's web logins - Aero, Mobile Sales App, etc.
   
   
   
   
10. Ensure the "Reset Password At Next Login" box is unchecked.
    
    
    
    
    
    1. If the "Reset Password At Next Login" is grayed out:
       1. Click Finish
       2. Click Web Login to re-access the user's login info
       3. The "Reset Password At next Login" box should now be available.
       4. Uncheck the box.
    2. Click Finish.
    3. Click Save.

The user may now log into Aero (and other Avionté web applications) with their new password.

Recover Username / Reset Password Server Error

Issue

When opening the link sent in a password email, the browser loads a Server Error page similar to that pictured below:

Cause

The password reset request was submitted using a different browser than the one used to open the link contained in the email.

Example

The steps below walk through a possible scenario that would result in this problem:

1. The talent user’s default web browser is Internet Explorer.
2. She submits the request using Google Chrome.  
3. The talent user receives the recovery message.
4. She clicks on the link included in the recovery message.
5. Her computer launches the default browser, Internet Explorer.
6. The link is opened in Internet Explorer..  
7. The page with the error text is displayed.

Solution

Following this process will ensure that the link will be opened in the same browser used to submit the request.

1. Resubmit the request, noting the browser used.
2. When the verification email is received, copy and paste the emailed link into the address bar of the same browser
3. Press Enter.