reset password for SEPM v.14

[Fri13th]

Can’t reset password for SEPM v.14.

Try to use “Forgot password”, but don’t receive mail to registered mail (see it in mailConfig.properties), but receive informational mails to this email from SEPM. Please, help me reset password.

 

 

[Rafeeq]

You need to get in touch with Support to get your password reset.

[Fri13th]

open ticket on 09.01.2020 - no answer

[rmiranda]

You can use Papercut since email is not working

[Fri13th]

What is it  - papercut ?

email working (accessible and I receive mails on it from SEPM) 

Also How to know exactly username for email posted in mailConfig.properties ?

[rmiranda]

Papercut is The Simple Desktop Email receiver used by Symantec support to retrieve the temporary password of SEMP.

[Fri13th]

How to know exactly username for email posted in mailConfig.properties ?

[Rafeeq]

check this discussion it has steps to get the password reset email on papercut

https://www.symantec.com/connect/forums/forgot-admin-password-console?list_context_id=3377631&list_context_type=symantec_product

[Fri13th]

Please, anybody help me reset password.

I install papercut, but don't receive any mail in it when try "forgot password", but continue receive info mails from SEPM to registered email

[Rafeeq]

I tried the papercut and it worked for me, 

Once you have install the papercut open the papercut.exe from below path

C:\Program Files (x86)\Changemaker Studios\Papercut\ 

All the emails will be stored under

C:\Program Files (x86)\Changemaker Studios\Papercut\Incoming

open SEPM , click on forgot password

User name will be admin

domain is blank

click on temporary password ( if you get trust cert, select Accept always)

 

 

[Fri13th]

nothing happens for me

[Rafeeq]

Sorry to hear that, are you running the papercut on the SEPM server or where you have remove web console installed?

do you see papercut service under services.msc? if not run the double click on  papercut service from C:\Program Files (x86)\Changemaker Studios\Papercut\ 

[Fri13th]

I run papercut on SEPM server (windows 2012r2 domain controller), try use 'forgot password' from SEPM console.

In 'services' there is running service "Papercut smtp service" 

[John Owens]

What is your case number. Generally if you can get Papercut to work it is a Disaster Recovery. If this is what you end up having to do make sure you set up an email account this time that will work with forgot password. 

 

 

[Fri13th]

case number - 31620764.

Where I need to setup email account?

below is my c:\Program Files (x86)\Symantec\Symantec Endpoint Protection Manager\tomcat\etc\mailconfig.prorerties file:

#Tue Jan 21 14:29:53 MSK 2020
adminMailReciptants=[e-mail]
mailSender=[e-mail]
mailSrvPort=25
mailPwd={V01}535770FE06B0
tlsEnable=false
mailAdmin=[e-mail]
sslEnable=false
mailServer=mail.domain.com
 

[John Owens]

The email is set up during install and cannot be edited via that file.  Doesn't look like it was set correctly to me.  You will need to DR and start over in this environment.

[Fri13th]

How to start DR ?

[TonyS]

Start with this - https://support.symantec.com/us/en/article.tech160736.html

[Nouman Zafar]

Hi, Did you get any resolution for this problem except disaster Recovery?

[Russ_V]

Hi Nouman, 

Thanks for using the Broadcom Community!  

Assuming you are facing a similar issue, kindly open a case with Support to determine the available steps to retrieve your forgotten SEPM password. 

NOTE: Even with a SEPM Manager Disaster Recovery (DR), this doesn't guarantee restored access since the "earlier" SEPM backup may also use the same forgotten password at that point in time. 

Best,

Russ_V

[Nouman Zafar]

Hi Russ_V,

yea i has opened the case with the support but papercut is not working as it didnt get any link for password reset otherwise all notifications are received in papercut. if it didnt work i think i have to go to fresh installation but i have one concern that a product owner like broadcom should have rights to give support in such cases while verifying the email.

[Russ_V]

Nouman, 

Thanks for your response. 

Unfortunately, Broadcom / Symantec doesn't have your On Prem SEPM password.

Also if you never configured an email server during initial installation of the SEPM manager this complicates this issue further.  

However, if you did there are other options available. 
 
To explore these alternative options to restore your SEPM access, please work with Support. 

NOTE: Using Papercut is one option, but NOT the only option. 

Best,

Russ_V

[Russ_V]

Hi Nouman, 

Just wanted to clarify.  Papercut can be helpful don't get me wrong, but in the case that its not working for you please work with Support to explore all other options to restore your SEPM access. 

If Support is telling you that Papercut is the only tool available to reset your SEPM password, then (in this specific case) I would suggest you request the case be advanced to the next level (L2) to explore the other options I alluded to earlier.      

Once L2 has been engaged they will assess your situation and determine what has been tried so far, and will offer additional guidance or options available to try.  

Best,

Russ_V