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Link in Forgotten Password and User Registration emails in AM (All versions) does not work in Outlook 2007 and 2010

Last updated Apr 12, 2021

The purpose of this article is to provide assistance if the link in the Forgotten Password and User Registration emails generated by AM does not work in Microsoft® Outlook® 2007 and 2010.


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Archived

This article has been archived and is no longer maintained by ForgeRock.

Symptoms

The link included in the Forgotten Password and User Registration emails does not work when clicked in Outlook 2007 or 2010. It works when copied to a browser.

Recent Changes

Configured the Forgotten Password Reset and/or User Self-Registration functionality.

Causes

There is a limitation in Outlook 2007 and 2010 where hyperlinks do not work if they exceed a certain length (~1030 characters). This limitation does not affect later versions of Outlook, other email clients or other Microsoft Office applications.

It is not possible to shorten the link generated by AM as it contains the JSON Web Token (JWT) token required for the password reset / registration process. An RFE exists to address this: OPENAM-10755 (Limitation in MS Outlook 's password reset link. The token URL generated is too long for Outlook to handle. )

Solution

A suggested workaround for this issue is to customize the email sent to end users to advise Outlook 2007 and 2010 users to copy and paste the link into their browser instead. The link should be left for users not affected by this issue. You can do this by changing the Outgoing Email Body for the Forgotten Password and/or User Registration emails.

The following example guides you through changing the Outgoing Email Body for the Forgotten Password email. The same concept applies to the User Registration email, which is found on the User Registration tab under User Self-Service:

  1. Navigate to: Configure > Global Services > User Self-Service > Forgotten Password > Outgoing Email Body
  2. Remove the following text: en|<h2>Click on this <a href="%link%">link</a> to reset your password </h2> And replace with your customized message, for example: en|<h2>Click on this <a href="%link%">link</a> to reset your password </h2> <h2> If you are an Outlook 2007 or 2010 user, please copy and paste the following link into your browser to reset your password: %link% </h2>
  3. Save your changes.

The resulting email in this example will look like this: Click on this link to reset your password If you are an Outlook 2007 or 2010 user, please copy and paste the following link into your browser to reset your password: http://host1.example.com:8080/openam/XUI/#passwordReset/&realm=/&token=eyAidHlwIjogIkpXRSIsICJhbGciOiAiSFMyNTYiIH0.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.wmjwcpTjLqoiyqCka-UHv5pnImB8K6KZW_FuF2yC-Xo&code=0e6ae09d-6fbd-412b-8ad6-b45d8d89cc34

See Also

How do I customize the fields for User Self-Service pages in AM (All versions)?

User Self-Service Guide › Configuring the Forgotten Password Reset Feature

User Self-Service Guide › Configuring User Registration

Related Training

N/A

Related Issue Tracker IDs

OPENAM-10755 (Limitation in MS Outlook 's password reset link. The token URL generated is too long for Outlook to handle. )



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