PLEASE NOTE: The Self-Service Password Reset tool is a completely separate program from the main NetHelpDesk program, and is sold separately based on the number of end-users on the domain. Please speak with your NetHelpDesk Account Manager for more details.
The NetHelpDesk Self-Service Password Reset add-on is a tool for your domain users to reset their own password to a password of their choice if they have forgotten it, and to unlock their accounts if they have been locked out, all from the windows log-on screen.
In order to use this, users will need to enrol by choosing and answering security questions, and to install the Password Reset tool on their workstation to enable the option to reset their password with NetHelpDesk from the login screen.
This guide will outline the steps needed for an Administrator to configure the NetHelpDesk password reset tool.
Before starting out you will need:
Purchased the NetHelpDesk Password Reset add-on.
NetHelpDesk version 10.15.01 or above installed, with a web portal, and access to your NetHelpDesk server (and web server if this is separate).
The NetHelpDesk Password Reset files shipped with version 10.15.01 and above of NetHelpDesk. These will be in the NetHelpDesk\Win\Password Reset directory, and will contain 32-bit and 64-bit versions of NetHelpDeskPasswordResetSetup.exe and NetHelpDeskCredentialProvider.dll.
To have a domain which your users are part of, and access to a domain administrator account.
Have done an Active Directory sync in NetHelpDesk so that your users are linked to the Active Directory.
Domain machines that will be using NetHelpDesk Password Reset to have Microsoft Visual C++ 2013 Runtime libraries installed. If this is not installed, an installer for this is shipped with the NetHelpDesk Password Reset files called “vcredist”.
The enrolment process and the resetting of passwords/unlocking of their account is all done via NetHelpDesk’s existing web application.
The enrolment process is completed upon successful login to the End-User web portal. Once the Password Reset feature is enabled, users will be automatically taken to the enrolment page where they can pick and answer their security questions. Once they have completed enrolment, their answers can be edited later from the “Settings” page.
The Password Reset page is accessible while not logged into the web portal, and uses a separate authentication process where the user must answer their security questions correctly to log-in. As this page needs to be accessible when not logged into windows, this page must be accessible without using “Windows Authentication”.
To update the Active Directory from this page, the site must also be connected to as a domain administrator, with access to update users’ passwords and reset their accounts.
If your existing NetHelpDesk web portal doesn’t use windows authentication, and is being run as a domain administrator, please skip to next step.
We are going to set up a second instance of the NetHelpDesk web portal for the Password Reset page, which uses anonymous authentication, and is run as a domain administrator.
1. On the server that hosts the existing NetHelpDesk application, open up IIS. You should see the existing NetHelpDesk site in the list. Click on this, and select basic settings, and copy the physical path.
2. Now, right click on the Sites node on the tree-view and select new site.
3. Name the new site, in this example we have used “NetHelpDeskPassword”, and paste the physical path you copied earlier into the Physical path edit box.
You will need to specify a unique port number as well, in this case port 90 has been chosen, and the chosen port will also need to open on your Firewall.
4. After this, select “Connect as”.
5. Here we will need to specify to connect as a domain administrator. Select “Specific User” and “Set”.
6. Type the username and password of the domain administrator you have chosen. You can set up a new domain administrator to do this if you would like to.
7. Now click OK in each window to create the new site. As this is a new site, we need to configure handler mapping for this site.
8.Select the new site in the treeview and select Handler Mappings, and select Add Module Mapping, and enter the details as below.
9. Now we need to ensure that we are using anonymous authentication. Click “Authentication”, and ensure that Anonymous Authentication is enabled, and all others are disabled.
10. Now click “Browse” from the right hand menu to verify that the new site is working. You should be presented with the NetHelpDesk End-User portal login screen.
11. Now you need to verify that you can access this site from another machine on the network. The url will be in the following structure:
...unless you have changed the url. Once verified, remember this url as you will need it later.
12. The appearance of the Password Reset page can be altered by editing the userreset.html file.
Now that the web portal(s) have been set up, we need to configure the password reset tool for use. This is done in the NetHelpDesk windows client.
1. Start-up NetHelpDesk from any machine which it can be accessed from.
2. Log in as an administrator, and go to N > Setup > Main Configuration.
3. Under All Features, you will see a feature titled “Self-Service Password Reset”. If this is greyed out, clicking on it will attempt to validate your licence. If this still doesn’t work and you have purchased the add-on, please contact the sales team straight away.
4. Click on this and you will see the Self-Service Password Reset configuration page. See the notes below for a description of each field.
5. You will need to tick this box to activate the Password Reset tool when you have finished configuring it. It will not be usable until it has been enabled
6. You will need to enter the URL of the web portal for the password reset page which was configured earlier. The extra bit on the end of this example will be appended automatically upon exiting the text box (If you skipped step 1, you can enter the URL of the existing portal).
7. You will need to enter the URL of your existing web portal where users will enrol.
8. Here you can customise the list of available security questions. Some samples will be available here already.
9. Here you will need to choose the number of questions and answers that the user will need to pick and answer. It can be between 1 and 5. 1 will be quicker and 5 more secure.
10. Your licence details are here. It will show how many users you are licenced to support. If you exceed this, the tool will stop working until you purchase more, or reduce the number of domain users on your network.
11. Clicking Re-validate will re-validate your licence count against the record on the NetHelpDesk licencing server, so if the number is not accurate, click this for it to be refreshed.
12. This gives information on how to deploy the setup program, and will show a link to where the installer is located. If this link does not appear you either haven’t got the latest files, or got them in the correct place, or do not have access to the location.
13. Use this function to user all users’ questions and answers. Used for resetting the system and getting users to enrol again.
Once this has been completed, ensure that you have enabled the password reset add-on and then click save.
Now we need to install the tool onto domain user’s machines, and test.
We now need to install this on domain user’s machines. The previous section shows the file path of the NetHelpDesk Password Reset files. This location should be shared across the network, so from a users machine you should be able to browse to this location. (If the NetHelpDesk share is not available to all users, you can deploy this by sending the folder as an attachment or putting it on an usb etc.)
To run NetHelpDeskPasswordResetSetup.exe, you will need to be logged on as administrator, as the program will need to make changes to the registry, program files and system folders.
In the NetHelpDesk Password Reset folder there is a folder for 32-bit windows and for 64-bit windows. You will need to select the correct bitness for the machine.
Run NetHelpDeskPasswordResetSetup.exe as an administrator. The installer should require minimal input, if everything has been set up correctly.
The first input screen of the installer will be asking for the URL of the password reset page. This should be picked up automatically with the URL you entered in item 2 in the previous step. Click Next to continue.
The next screen will ask for the path to the NetHelpDeskCredentialProvider.dll. This should also be picked up automatically if the correct files are present in the Password Reset directory. Click Next to continue.
The final input screen will ask for an install location. This will be pre-populated with the Program Files folder. Click next to start the installation.
Once the installation is finished, you should see the installation success screen. Clicking finish with the “launch enrolment page” checked will take you to the web portal to enrol to NetHelpDesk Password Reset.
If at any time you need to uninstall or repair the application, you can find it the Control panel, add or remove programs list, where you can chose to uninstall the program. Uninstalling the program will remove registry values and system files relating to NetHelpDesk Password Reset.
Now we have the password reset tool installed, if you go to the normal NetHelpDesk web portal either though the page that is launched after the installer has finished or just browsing to it, after successfully logging in (either through entering credentials or using windows authentication) the user will be shown the enrolment screen.
Here the user can chose their security questions and enter their answers. Once this form has been completed the user will have enrolled and can then change their password.
The user can get back to this screen once completed by going to “Settings” on the web portal. The enrolment page will continue to show each time the user logs in until they have enrolled.
Now that we have NetHelpDesk Password Reset installed and have enrolled to Password Reset, we can test. To do this:
a) Restart windows. On the login screen you should now see an additional option for “NetHelpDesk Password Reset”.
b) Select this link and the Password Reset webpage will open in internet explorer in kiosk mode.
c) Enter your windows username and you will be taken to the form where you have to answer you’re your security questions.
d) After successfully answering these, you will be taken to a menu where the choice of Resetting Password or Unlocking the Account will be available.
e) Select Reset Password to change your password. Upon completing this you can close the page and return to the windows log on screen and log on with your new password. Selecting Unlock account will unlock any locked windows account.
f) Once completed, close the form and you can log into windows with your new password.
Our Support team are available to assist with anything you may need.
NetHelpDesk is available on a range of devices with industry-leading functionality available throughout.