Password Reset Windows Application (PRWA) Quick GuideSummaryInstallation Requirements and Restrictions Download PRWA Overview Q & A 1> Does Password Reset Windows Application (PRWA) support customization ? -From instance side: custom verifications and Custom UI macros configured on the Process > Advanced page are not supported. (Check Limitations of the Password Reset Windows Application ) -From client side - check: Customize the Password Reset Windows Application 2> Can I use Google reCAPTCHA for PRWA ? PRWA only uses base-system CAPTCHA even if Google reCAPTCHA is configured on the instance. Troubleshooting 1> Open the Registry Editor on your Windows computer, navigate to below key: HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Authentication\Credential Providers\{0780AF60-65C2-4718-942D-E0C56E89EF9B} Make sure the value in PasswordResetLinkURL is correct. 2> On the windows computer, open IE or Chrome, then test the password reset link URL. -If the link is not working, check Proxy / Firewall settings for the Windows Computer. -If the link is working, open IE > Tools > Internet Options > Connections > LAN settings, review the proxy configuration, compare with the proxy configuration for PRWA. 3> On the ServiceNow instance, confirm plugin "Password Reset Windows App" is installed. 4> Launch the app, then on the ServiceNow instance, open table pwd_access_log. If a new entry is created with action column as "Allowed", it indicates the PRWA is able to connect to the instance. 5> On the instance, check pwd_access_control table, out of the box there is one rule: Default rule: allow access. Check if this rule has been modified, and if any custom rule exists. 6> On the instance, check if UI Page $pwd_reset is customized. 7> In the registry key in step 1>, set value of DebugFlag to 1. Then launch the app directly by starting C:\Program Files\ServiceNow\PasswordResetWinApp.exe. Once the app is launched, open Windows Event Viewer > Applications and Services Logs > ServiceNowPwdReset. 8> Make sure TLS 1.2 is not disabled on the Windows system: Check below registry key path, value of DisabledByDefault should be 0, and Enabled should be 1 HKLM SYSTEM\CurrentControlSet\Control\SecurityProviders\SCHANNEL\Protocols\TLS 1.2\Client\