Troubleshooting for Windows
If you encounter any of the following issues or errors, SailPoint recommends that you follow the guidance provided below to resolve the error before contacting SailPoint Support.
Users need to log in twice when they use Remote Desktop to access a Desktop Password Reset-enabled system.
Resolution – Desktop Password Reset uses a Microsoft framework to implement a custom credential provider. Users having to log in twice when using Remote Desktop is by design and is expected per the Microsoft framework which supports DPR. For more information, refer to RDC and Custom Credential Providers in the Microsoft documentation.
Error following an update of the CEF version
Failed to verify Cef Browser objects for..
After downloading a CEF update, DPR implements a check to determine whether the downloaded CEF version is compatible with the current DPR. This error indicates the compatibility check has failed.
Resolution – Contact SailPoint Support.
When a blank page loads in DPR, the following error appears in the logs
Error: JavaScript execution failed: document.getElementById("dpr-pw-nonce").value Error: Uncaught TypeError: Cannot read properties of null (reading 'value')
Resolution – Verify that the required values in proxy’s, firewalls, etc. (i.e. “*.sailpoint.com”, etc.) which would be allowed in the network.
Error: ".NET Desktop Runtime" Installation Pop-up
During an application installation, a pop-up displays the following error message:
You must install .NET Desktop Runtime to run this application.
This indicates that the required .NET Desktop Runtime (versions 8.0.x, 9.0.x, or 10.0.x) is not installed on the machine.
Resolution: To prevent this popup during a silent installation, use the setup.bat script with the /quiet argument. This ensures the installation proceeds silently, even if the .NET Desktop Runtime is missing.
pathOfDesktopPasswordReset\setup.bat -afterreboot /quiet