Password Reset Windows Application

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Password Reset Windows Application

    The Password Reset Windows Application allows users who forget their Windows password or are locked out of their computer to reset their password directly from the Windows login screen. This solution supports Windows 8.1, 10, and 11 operating systems and provides a streamlined, user-friendly method to regain access without administrator intervention.

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    How It Works

    • Installation: Administrators deploy the application by installing an EXE or MSI file on user computers, which adds a Forgot Password link to the Windows login screen.
    • User Interaction: When a user selects the link, a pop-up window prompts for identification details such as username, and optionally email and CAPTCHA if configured. This initiates the password reset workflow.
    • Verification: Users verify their identity through one or more configured methods, including:
      • Personal data matching (e.g., registered email address)
      • Authenticator app code
      • Security questions
      • SMS verification code
      • Email verification code
      • Soft PIN
    • Password Reset: After successful verification, users proceed to reset their password. Depending on account status:
      • If the account is not locked, users enter and confirm a new password.
      • If the account is locked, users receive a message and may have the option to unlock the account or reset the password.
    • Completion: Upon completion, users either receive an auto-generated password directly on-screen or instructions via email, depending on configuration.

    Benefits for ServiceNow Customers

    • Enables end users to self-service password resets without IT assistance, reducing support tickets and downtime.
    • Integrates seamlessly with Windows login, providing a familiar and accessible experience.
    • Supports multiple verification methods, enhancing security and flexibility to meet organizational policies.
    • Provides options to handle locked accounts by unlocking or resetting passwords, improving user productivity.

    The Password Reset Windows Application enables a user, who forgets the password or is locked out of a Windows computer, to reset the password directly from the Windows login screen.

    How the Password Reset Windows Application works

    Administrators download and run an EXE or MSI file to install or distribute the application to user computers. The application installs a link on the Windows login screen. The user clicks the link (Forgot Password as depicted in the examples on various Windows versions) and is then guided through the process of resetting the password.

    If your user is using Windows, 8.1, 10, or 11 operating system on the computer, a pop-up window opens after the user clicks the Forgot Password link. On the pop-up window, the user enters the user name. For the multi-identification type, the user enters a user name and email address and enters the displayed CAPTCHA if enabled for the process. If the CAPTCHA is incorrect, the user gets an error message.


    Windows login screen

    Windows login screen

    This is an identification step, which takes the user to the verification step after clicking next on the pop-up window.

    In the Verify step, the users can verify themselves using one of the following configured verification types for security:
    • Personal data: The user enters a user name or email. The personal data verifications compare the user’s answers with the available details. For example, the email address entered by the user must match with the available registered email address.
    • Authenticator app: The user enters the code generated by an authenticator app.
    • Security Questions: The user enters the answers to the security questions.
    • SMS: The user enters the verification code sent to the registered mobile number.
    • Email: The user enters the verification code sent to the registered email address.
    • Soft PIN: The user enters a soft PIN.
    For example, the following images show verification using email.
    Personal data verification

    Email verification

    After the successful verification, the users go to the Reset step. Based on the status of the user account and email provided, the reset step contains various types.

    • If the user account isn’t locked, the user enters a new password, enters the same password again in the Retype password field, and clicks Reset Password.
    • If the user account is locked, the user gets a message stating the account is locked, and if enabled, the user can view an option to unlock the account, or the user can continue resetting the password. For example, the following image shows both the Unlock Account and Reset Password buttons.
      Reset password
    • After the reset password process is complete, based on the configured type, the user either gets the auto-generated password on the pop-up window or an email containing the instructions to reset the password is sent to the user.