Resend/Reset Password option not working

[Alvin C]

Hi, I have recently installed hosted 3cx. I was trying to go through the features of the phone system. Once feature I tried to use was to resend or reset password to the user. When I click on that button, nothing happens. Also no email notifications are coming to the users of the new password. Any reason for this?

 

[SteveITS]

For the password reset, I believe it has to be used on only one user extension for it to send an email.

 

[JohnS_3CX]

Check whether the extensions have unique emails. Avoid using the same email on more than one extension if you want to have the ability to reset them.

 

[ltri37]

Currently all emails from 3CX to Office 365 end up in quarantine on exchange online (this is not the users spam folder, but a quarantine on Exchange online).

As a Tenant admin you can check quarantined messages here:
https://security.microsoft.com/quarantine


Also see:
https://www.3cx.com/community/threa...-3cxphoneforwindows16-msi.121291/#post-566921

 

[SteveITS]

@ltri37 Good find, I ran into that once with a separate company’s tech support emails after they linked a support utility. Rather annoying since there is no way to know unless you go look. IIRC there is a feature to allow the sender but it didn’t work as 365 saw them as malicious and quarantined them anyway.

 

[Charles_3CX]

Hi all, just a quick update on this subject, this issue is not directly related to the 3CX SMTP server, instead the welcome emails are being flagged by the Microsoft 365 Defender for an issue we are have currently informed them of and awaiting their response, related to this post:

https://www.3cx.com/community/threa...t-for-url-of-3cxphoneforwindows16-msi.121291/

 

[Alvin C]

Thanks for your response. Managed to find those email on quarantine. But bit surprise, why only welcome email and reset password emails gets quarantined. Missed calls, voicemails and other notifications comes on inbox fine. They both use same SMTP and domain name.
Thanks

 

[Mickel den Ouden]

It seems to happen only with 3cx mail in 18.0 (Build 312).
On Wednesday i did add a new user to 3cx and the welcome mail has been received in the users mailbox in office 365.
Thurday morning i upgraded the 3cx from version 18.0 (Build 908) to 18.0 (Build 312).

The user did ask me to send the email again and then it was not received in the mailbox of the user but in the office 365 quarantine.

 

[Charles_3CX]

Thanks for your patience regarding this matter. We have been informed that the issue is resolved, and welcome emails from 3CX should now be received in 365 mailboxes. There was no issue with the download URL for the 3CX Windows legacy app.

Please try sending a welcome email and let us know if you can now receive it.

 

[Charles_3CX]

Thanks for your patience regarding this matter. We have been informed that the issue is resolved, and welcome emails from 3CX should now be received in 365 mailboxes. There was no issue with the download URL for the 3CX Windows legacy app.

Please try sending a welcome email and let us know if you can now receive it.

 

[PeterWaweru]

Hello 3CX,
3cx started rejecting my credentials and upon clicking Forgot password, I am prompted for an email, but the email is not being sent to the email. I have checked the quarantine emails, but there is none. Could kindly look into this as it's really blocking us even after purchasing the enterprise licenses?

 

[Mickel den Ouden]

Hello 3CX,
3cx started rejecting my credentials and upon clicking Forgot password, I am prompted for an email, but the email is not being sent to the email. I have checked the quarantine emails, but there is none. Could kindly look into this as it's really blocking us even after purchasing the enterprise licenses?

https://www.3cx.com/community/threads/mails-not-arriving-anymore.119222/#post-554414

 

[JohnS_3CX]

Hello 3CX,
3cx started rejecting my credentials and upon clicking Forgot password, I am prompted for an email, but the email is not being sent to the email. I have checked the quarantine emails, but there is none. Could kindly look into this as it's really blocking us even after purchasing the enterprise licenses?

Hi Peter

1. If resetting an extension's webclient password: The reset email will only be received if the email address is unique. If you added the same user email address to more than one extension the reset email will not be sent out.

2. If resetting the root admin password (the credentials that are not an extension, and which only control the full management console) then you have to enter the administrator's username in the the reset box - not their email.

 

[ekuleo]

Hi Peter

1. If resetting an extension's webclient password: The reset email will only be received if the email address is unique. If you added the same user email address to more than one extension the reset email will not be sent out.

2. If resetting the root admin password (the credentials that are not an extension, and which only control the full management console) then you have to enter the administrator's username in the the reset box - not their email.

Hi JohnS.

Is this documented anywhere? I havent been able to find any reference to this at all. After some testing it seems the system will send all mails including welcome mail to email address if it is not unique (same behaviour pre update 8) but the password recovery just will not send if more than 1 user has same email address assigned.

No warning/notification/documentation to tell users this?

Many IT people prefer to keep control of welcome mails and not have them sent to individual users so this is going to cause issues.

Also I notice the email address field is also now a required field where as it was not in previous updates. There are plenty of examples where individual welcome mail to unique ID is not required or realistic (deskphone setup only in multple stores for eg)

Unless I am missing something there appears to be quite a few undocumented changes that are going to cause problems

 

[SweetAction]

Also I notice the email address field is also now a required field where as it was not in previous updates. There are plenty of examples where individual welcome mail to unique ID is not required or realistic (deskphone setup only in multple stores for eg)

Turn off the "send email on missed call" and email in the voicemail tabs

 

[ekuleo]

Turn off the "send email on missed call" and email in the voicemail tabs

ok that solves the required email field thanks (although not very obvious) I can stills see unique email address change being a problem.