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A patron is getting an error message that says, "Error sending password reset email" when they click the forgot password link, how can I fix this?

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Symptom
  • A patron is getting an error message that says, "Error sending password reset email" when they click the forgot password link, how can I fix this?
Applies to
  • ILLiad
Resolution
  1. Check the patron User information by searching the user from the ILLiad home screen and look at the EmailAddress field to check that the email address is correct with no extra characters or spaces. If it is:
  2. Open Customization Manager, then select Notification Templates, then the Edit dropdown menu.
  3. Select the Borrowing Password Reset email.
  4. Look at the To Address and it should show <#User.EmailAddress>. If it shows anything else, update it to <#User.EmailAddress> and select Save.
  5. Close and restart the ILLiad client, and have the patron try again.
Additional information

Default ILLiad Email Templates

Page ID
38501