Signals: Unable to Receive Password Reset or Welcome Emails

Description:

Users may be unable to receive password reset emails or initial welcome emails from Signals, preventing them from accessing the system. This issue typically occurs due to email filtering or security settings at the organizational level that block emails from Revvity's notification systems.
 

Solution:

1. Identify if the tenant uses Auth0 or not. To find if it is Auth0, try opening the tenant URL:

    1.1. Open the URL (https://customerdomain.signalsresearch2.revvitycloud.com) using the tenant URL sent by Revvity.
    1.2. See if it changes to > https://login.srp.revvitycloud.com/login?state=hKFo2...  
    1.3. When the URL changes as above, it means it is Auth0.

2. Troubleshoot according to the tenant's authentication type:

----------------------------------------------------------------------------------

    - For Auth0 tenants:

     1. Navigate to your tenant URL.
     2. Type your email address on the login screen.
     3. Click on the ‘Help’ icon (?) and select ‘Forgot Password?’.
     4. The application will show the message ‘Email sent to reset password’.
     5. An e-mail with password reset instructions will arrive to your Inbox from noreply-srs@revvitycloud.com, please check your Junk mail folders and verify with your IT the address is not blocked. If blocked, ensure the following email addresses are whitelisted in the organization's email system: noreply-srs@revvitycloud.com, noreply-ops@revvity.com.  
    6. Follow the e-mail's instructions to reset your Signals password.
    7. Log into the Signals from an Incognito/InPrivate/Private mode page in your browser using your new password to test access.

----------------------------------------------------------------------------------

    - For tenants that are NOT Auth0:

      1. Ensure the e-mail address for the user in Signals does not have an extra space at the beginning or end.
      2. Ensure the following sender is not blocked by their mail server: noreply-ops@revvity.com.
      3. From the MS Edge browser in InPrivate mode use the following link to request the password change:  https://connect.revvitysignals.com/login/recovery/.

 

Note:

These additional troubleshooting steps can be used to trigger the password reset email:

   - Deactivate and reactivate user: In Signals Configuration > Users, deactivate the affected user, save changes, then reactivate and attempt password reset again.

These additional troubleshooting steps can be used to identify a problem with the firewall:

   - Test with personal email: Create a test user using a personal email address to verify if the issue is domain-specific. If the user gets the email immediately after creating the user with their personal email, it means that something in their org is blocking our emails. At this point their IT must create a new email for the affected user.
 

Contact Support:

If the issue persists after performing the recommended steps change and doing the Incognito/InPrivate/Private login, please contact Revvity Signals Support and send the following information:

1. A full-page screenshot of what you are seeing.
2. The web browser version you are using.
3. The network log of a login attempt. See instructions here: Signals: How to obtain the network log in different browsers.