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Admin account forgotten...

Created: 12 Aug 2013 • Updated: 12 Aug 2013 | 9 comments
kintachi's picture
This issue has been solved. See solution.

Hi,

My customer forgot their SEPM password. Then we try to reset it by "forgot password". However, they forgot the email address that they input on the admin account of SEPM. Is there any way to retrieve password. The version of SEPM is SEP 12.1 RU3. Thanks.

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Ambesh_444's picture

Hi,

Now resetpass.bat tool option is not available SEPM 12.1, or 12.1.3

Resetting a forgotten password

http://www.symantec.com/docs/HOWTO55059

Resetting the administrator user name and password to admin

http://www.symantec.com/docs/HOWTO54992

SEPM 12.1 you can reset password  click the "Forgot your password"

Article:TECH186978  |  Created: 2012-04-23  |  Updated: 2012-07-24  |  Article URLhttp://www.symantec.com/docs/TECH186978

 

 

Thank& Regards,

Ambesh

"Your satisfaction is very important to us. If you find above information helpful or it has resolved your issue. Please don't forget to mark the thread as solved."

SOLUTION
pete_4u2002's picture

if the email adddress is not known, get in touch with tech support they will help you to reset the password.

open a ticket with Technical support.

Mithun Sanghavi's picture

Hello,

Do you have a DVD for SEP 11.x? If yes, then you could use the same old resetpass.bat file for changing the password.

Here are the steps to reset the administrator password

  1. Open Windows Explorer on the computer that runs Symantec Endpoint Protection Manager.
  2. Locate the Drive:\Program Files\Symantec\Symantec Endpoint Protection Manager\Tools folder.
  3. Double-click resetpass.bat. 

    The user name and password are reset to admin.

  4. Log on to Symantec Endpoint Protection Manager using admin for both the user name and the password, and change the password.

In case of SEPM 12.1, check these articles:

Resetting a forgotten password

http://www.symantec.com/docs/HOWTO55059

Resetting the administrator user name and password to admin

http://www.symantec.com/docs/HOWTO54992

In case, you are running any version later to version SEP 12.1.1101.401, you could use the steps below:

Try to find out recipient email address with the help of following steps:

Navigate to C:\Program Files (x86)\Symantec\Symantec Endpoint Protection Manager\tomcat\etc

Open mailConfig.properties file with the help of Notepad.

You will find following entry:

"adminMailReciptants=abc@symantec.com"

In this example abc@symantec.com is the recipient email address.

Check the inbox of specified email address. 

If there is not any specific email address then need to reset the password using resetpass.bat file from either of the Earlier version of SEP setup (if you have any) 

You could also log a case with Support to receive resetpass.bat file.

How to create a new case in MySupport

http://www.symantec.com/docs/TECH58873

OR 

Phone numbers to contact Tech Support:-

Regional Support Telephone Numbers:

  • United States: 800-342-0652 (407-357-7600 from outside the United States)
  • Australia: 1300 365510 (+61 2 8220 7111 from outside Australia)
  • United Kingdom: +44 (0) 870 606 6000
 
Hope that helps!!

Mithun Sanghavi
Senior Consultant
MIM | MCSA | MCTS | STS | SSE | SSE+ | ITIL v3

Don't forget to mark your thread as 'SOLVED' with the answer that best helped you.

sai_india's picture

Hi,

Please check this link below:

 

Resetting the administrator user name and password to admin

 

Article:HOWTO54992  |  Created: 2011-06-29  |  Updated: 2012-12-20  |  Article URL http://www.symantec.com/docs/HOWTO54992
 

 

Rafeeq's picture

Try to find out recipient email address with the help of following steps:

Navigate to C:\Program Files (x86)\Symantec\Symantec Endpoint Protection Manager\tomcat\etc

Open mailConfig.properties file with the help of Notepad.

You will find following entry:

"adminMailReciptants=abc@symantec.com"

In this example abc@symantec.com is the recipient email address.

Check the inbox of specified email address. 

If there is not any specific email address then need to reset the password using resetpass.bat file from either of the Earlier version of SEP setup (if you have any) 

Chetan Savade's picture

Hi,

Thank you for posting in Symantec community.

I would be glad to answer your query.

Mailconfig.properties file will tell you the intended receipient. You can not modify existing email address. If no email address is mentioned then need to try with resetpass.bat tool.

Resetpass.bat file will be provided by Symantec support.

If the user name or password is something other than admin, running resetpass.bat changes the user name and password back to admin.

Refer this video to know more about password recovery via email.

Learn how to save login credentials, Set the banner and recover login password via email.

https://www-secure.symantec.com/connect/videos/learn-how-save-login-credentials-set-banner-and-recover-login-password-email

Chetan Savade
Technical Support Engineer, Endpoint Security
Enterprise Technical Support
CCNA | CCNP | MCSE | SCTS |

Don't forget to mark your thread as 'SOLVED' with the answer that best helps you.<

Ambesh_444's picture

Hi Kintachi,

If your query is resolved then mark as a solution which threads has help you best.

 

Thank& Regards,

Ambesh

"Your satisfaction is very important to us. If you find above information helpful or it has resolved your issue. Please don't forget to mark the thread as solved."

kintachi's picture

Hi All,

Thank you for your quick response. I actually open Symantec Case now. Then the assigned engineer send me new resepass.bat. I performed it and successfull reset and input the passwrod that we want to use. Thank you all.