Are You Prepared In The Event Of A Forgotten Password?

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In the event that you forget your password, Altru allows users to reset this password themselves. This blog post will walk you through some best practices and steps so that you can reset your password as quickly as possible and continue working through your tasks for the day!

With Single Sign On coming on the Altru Roadmap, Altru will allow a single sign on to access Blackbaud.com, Altru, and other Blackbaud products you may have like FE NXT. We suggest that you sign up with Blackbaud.com, if you haven’t yet, and then associate your Altru account with the email used for your Blackbaud.com login. A Blackbaud.com email helps to access Altru resources like our Altru University classes, allows you to chat with support, and will help prepare for the future with single sign on! 


Updating the email address associated with your Altru  username is quick and easy. To associate an email address with your Altru username, we will click Welcome, JSmith5740SPP3 > Update email address.
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You will then be prompted to enter the email address you will receive Forgotten Password emails at.
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In the event that you have forgotten your password, Altru provides an option ‘Forgot your username or password?’ on the login screen. To retrieve a forgotten username or password, simply enter the email address associated with your Altru username, and an email with your username and an option to reset your password will be sent to your email. If you do not receive the email, make sure to check your spam folder!
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If you find that your account has been locked out after entering the incorrect password multiple times, users at your organization with the role ‘System Role Administrator’ or ‘Unlock User Accounts and Reset Passwords’ have the ability to unlock your account and reset your password. Altru accounts are locked out if a user attempts to log in using an incorrect password five times within a 30 minute period of time. The user will receive the “Error: This account is currently locked out and may not be logged on to.” Alternatively, the account will unlock automatically in 30 minutes. To unlock an account the appropriate user may take the following steps:
  1. From Administration, Click Organizational Units
  2. Under Users, select the arrows to the left of the user with the locked user account
  3. On the action bar, click Edit. The properties screen appears
  4. Uncheck Account is locked out
  5. Click Save; The account is now unlocked and the user can attempt to log in again
To reset the password for this account we may take the following steps:
  1. From Administration, Click Organizational Units
  2. Under Users, select the arrows to the left of the user with the locked user account
  3. On the action bar, click Reset Password. The Rest Password screen appears.
  4. Enter the New Password. Confirm the password
If you do not receive the password reset email, or a System Role Administrator is not available at your organization – please chat with support to have your account unlocked or password reset.

Altru will begin prompting you to change your password 75 days after you set your password. After 90 days, the password must be reset. If you do not change your password before 90 days, the Change Password Frame will appear when you log on and you will be required to change your password. To change your password, we can walk through a few short steps:

First, we will click Welcome, JSmith5740SPP3 > Change Password
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You will then be prompted to enter your old password, new password, and confirm the new password
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Your password has now been updated! You will want to make sure that you clear any where you have previously stored this password; such as, in your browsers or OData links. Using an incorrect password within your OData connection, can cause you to be kicked out of Altru. 

To prepare for the upcoming single sign on capabilities, we will need to ensure that our password meets certain criteria and has not previously been used in Altru. If your password does not meet the appropriate criteria or has previously been used in Altru, you will receive the following message: ‘Error: Data could not be saved. The password reset feature is currently disabled. Please create a case via http://casecentral.blackbaud.com and a Customer Support Analyst will contact you once the password can be reset. We apologize for any inconvenience this may cause.' To resolve this error message we will need to ensure the password meets the following criteria:
  • Contains at least 8 characters.
  • Contains at least 3 of the following 4 components:
    1. Uppercase Letters
    2. Lowercase Letters
    3. Numbers
    4. Special Characters (such as !, @, #, $, etc.)
      • Note: Asterisks (*) and semi-colons (;) are not acceptable special characters
  • Has not been previously used in the database.
Once your password meets the above criteria, you will be able to successfully save the password. We are currently working with our product development team to adjust the verbiage of this error message in order to better identify why you are unable to update your password.

You're now an expert on all things password related! Please feel free to leave any comments below, or share this resource with your colleagues. Happy Holidays!

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