FAQ for Password Reset Application Certificate Expiration communicationSummary<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } This KB aims to answer frequently asked questions about Password Reset Windows application certificate expiration. Table of Contents What is the Password Reset Windows Application?What exactly is expiring?What would be broken if I don't upgrade in time?Am I using the Password Reset Application plugin?Am I using the Password Reset Windows Application (the thing affected by this certificate expiry)?Do I have the Password Reset Windows Application installed anywhere, and are any older than v4.4?What needs upgrading?How do I upgrade?Where do I download the Installer?When will I have to do this again? What is the Password Reset Windows Application? The "Password Reset Windows Application" is a windows program, and an optional component of the ServiceNow "Password Reset Application" plugin running on the ServiceNow instance. It is installed by some customers on their own users' Windows Desktops and Laptops to make it easier for those users to reset their AD/SSO/LDAP/other passwords, using the ServiceNow Password Reset Application. Once installed, on the Windows Login screen, the "Forgot Password?" link is displayed and integrated with the ServiceNow Password Reset Application. This is an alternative method to using the normal password reset links and forms in the instance. What exactly is expiring? This windows program executable file is signed using a certificate. This allows Windows to trust it and allow it to run. The digital certificate used to sign versions prior to v4.4/v4.5 will have expired by June 6 2022 but v4.2 will be expiring in June 2023. Here is the list of expiration for each version for additional details: V4.0 - 2018-12-19 to 2021-12-19V4.1 - 2019-06-06 to 2022-06-06V4.2 - 2020-06-12 to 2023-06-13V4.3 - 2019-06-06 to 2022-06-06V4.4 - 2020-10-08 to 2022-10-13V4.5 - To be released in Aug 2022 Store release What would be broken if I don't upgrade in time? Once the certificate expires, Windows will not allow the Password Reset Windows Application to run on your users' Windows Desktops and Laptops, preventing them resetting passwords through the "Forgot Password?" link on the Windows Login screen. Users would still be able to reset their password using the instance from a browser, but that might be impossible if they can't log into their computer. Am I using the Password Reset Application plugin? To have enabled the feature for use, you would have set up 1 or more active Password Reset "Process" records. Navigate to Password Reset -> Processes, and see if any are active. If all your active "process" records are set up for Credential Store = "Local ServiceNow Instance", you won't be using the windows app. The "Default Self Service" process, which is the only active one out-of-box, just updates the password field on user records in the instance, and no integrations are involved. To see if any of your users have been requesting password resets recently through this feature, Navigate to Password Reset -> Reset Requests Am I using the Password Reset Windows Application (the thing affected by this certificate expiry)? The "Password Reset Windows App" (com.glideapp.password_reset_desktop) has to be installed in the instance, which adds the REST API the program uses to communicate with the instance. If you don't have that installed, then you are not using the Windows app and can ignore this. You might be using it if you use Single Sign On (SSO) or LDAP Authentication for logging into the ServiceNow instance, and you also have a password reset process set to use an external credential store, such as Active Directory. Do I have the Password Reset Windows Application installed anywhere, and are any older than v4.5? Each install of Password Reset Windows Application on any Windows laptop/desktop, that is on a version less than 4.4 with an exception of v4.2 as its expiration is set to June 2023, will need upgrading to 4.4.0 (or newer)' update to 4.5 or newer. Your IT administrators responsible for the setup and management of Windows Desktops and Laptops will need to confirm this, as there is no visibility of this from the instance. If a tool like Microsoft SCCM is used to install and upgrade the Password Reset Windows Applications, then you can query that tool for which hosts have it installed, plus the versions. It will be listed as PasswordResetWinAppInstall. What needs upgrading? Each install of Password Reset Windows Application on any Windows laptop/desktop, that is on a version less than 4.4 with an exception of v4.2 as its expiration is set to June 2023, will need upgrading to 4.4.0 (or newer). How do I upgrade? The installer file can also handle Upgrades, and silent upgrades, like any Microsoft Installer (MSI) program, which your IT administrators will already be familiar with. This would normally be automated in a similar way to how you had installed them all in the first place. Where do I download the Installer? The store page is the place to download the latest installer from. Log in and Click "Download" in the top right of this page: https://store.servicenow.com/sn_appstore_store.do#!/store/application/8c532385db7f84940e10f3251d9619ab/ The "PasswordResetWindowsApp 4.4.zip" file downloaded contains both a .exe and .msi installer. When will I have to do this again? ServiceNow will be regularly releasing newer versions, with signing certificates expiring further into the future. You will need to plan to upgrade this app regularly as new versions are released. At the time of writing (May '22) v4.4.0, released in May 2021 is the current version, and that executable is signed with a certificate that expires on October 13, 2022, which is also quite soon. Upgrading to 4.5 will be necessary before October 13, 2022. Tentative dates for the next releases are August 2022 for v4.5, and November 2022 for v5.0. Check the Store link around those times to download the installers:https://store.servicenow.com/sn_appstore_store.do#!/store/application/8c532385db7f84940e10f3251d9619ab/