Fail to reset passowrd because of no response to the challenge CAPTCHA

Hi,

I am a business license user, recently, I shared the report to the people. some of them feedback, since we forget the password, when they tried to reset passowrd by click" forget password", they got the message “ the request can not be processed becuase it does not include a response to the challenge("CAPTCHA"). those people stucked by this error and can't log into the system to review or edit the table. Is anyone has the experience of this problem and know how to solve the issue? It's great appreciated if you can share the solution to me. Thanks.

Regards,

Annie Lu

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Comments

Andrée Starå

Hi Annie,

Sorry to hear you have issues!

If you haven’t already, I would recommend that you reach out to the Smartsheet Support Team. Smartsheet Support Team

Hope that helps!

Have a fantastic weekend!

Best,

Andrée Starå

Workflow Consultant @ Get Done Consulting

Shaine Greenwood

Hello—

This may be an issue with their browser or extensions they're using which block things like CAPTCHA.

Please have them try a different browser.

If that doesn't work, please have them disable all of their browser extensions.

Otherwise, please reach out to our Support team for further troubleshooting.

Dave Vogt

Hello, I am also having this same issue. It seems to ONLY be affecting my team members in China, which is weird. The first problem actually occured when their password stopped working. As a work around they tried to reset their passwords and we ran into this issue.

I find it hard to believe it's browser related with multiple users passwords just stopped 'working' all in the same week (after months of them using daily with no issues) However I did have them try multiple browsers but still no luck for them. Disabling browser extensions does not seem to help either.

Was there an SS update that broke some account credentials maybe? Either way, we cannot find a work around for this issue, and resetting the passwords then results in this CAPTCHA error! Ugh!

Any help would be immensely appreciated, this is drastically affecting workflow for our team. Thanks all!

Shaine Greenwood

Hi Dave—

We haven't released an update which has caused issues with people being able to sign in or reset their passwords. I'm not sure if this is related to interference from China's networks or not.

Please contact our Support team to troubleshoot this further.

Just Jean

Yes, I am having the same issue with a new user. She accepted her invitation to join our account, but cannot establish a password. We go through the reset password process, receive an email, use the email link, click the Captcha puzzle pieces, etc., and endless loop results.

We've tried different browsers, disabled extensions, cleared caches, etc.

This is creating a work stoppage for our company.

Just Jean

The issued was solved. The user must type the reset URL into the browser...no copy/paste or click within email. Thank you Smartsheet Help for resolving this.

IdoIcan

I have the same problem with 1 user, out of 30 other users she is the only one with "CAPTCHA" problem, we tried with all the method above, also with typing the reset URL into the browser, but still no success. Is there any other solution?

Andrée Starå

Hi @IdoIcan

Strange!

If you haven’t already, I would recommend that you reach out to the Smartsheet Support Team.

I hope that helps!

Be safe and have a fantastic weekend!

Best,

Andrée Starå

Workflow Consultant / CEO @ WORK BOLD

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