How to recover Filr Admin access-password (Invalid credentials)

Question

Hello Filr community!. 
 During this weekend, I was able to successfully update a cluster advance from Filr 4.3.1.3 -> 5.x -> 23.2.1.

Scenario : 
 
 -all existing appliance are running version 23.2.1 with the latest patches applied 
 -the customer is using PostgreSQL appliance (shipped with Filr) 
 -the customer has Filr Advanced licensing. 
 -the customer has 5 Filr appliances, 1 CE (Content Editor), 2 Filrsearch appliances and 1 PostgreSQL appliance. 
 -99% of users do not store information in Personal Storage, since they make use of Netfolders (shares of Microsoft servers that they have in the backend)

ISSUE : 
 After 1 day of operation without problems, we began to have problems accessing with the "admin" user of Filr with the wrong password error. Although the user exists, it is impossible to access Filr using this account: 
 
 Error : 
 
 Is there a simple way to recover access with this account?. 
 Thank you very much for any life-saving TIP you can throw at me!. 
 Hugs.,

wlucero · Accepted Answer

Hey Mike! how are you?!. Indeed, GOOD news!. 
 The same Monday night I opened the ticket SR #02626245 (it played against me that yesterday was the 4th of July). A backline enginner confirmed that this issue was detected in other very similar environments with the same version. The solution is to execute the following steps: 
 
 Log in to the PostrgSQL appliance as vaadmin 
 Log in to the Filr database 
 Locate and expand ss_principals 
 Under ss_prinicpals, click on Indexes 
 Select the option to Reindex the name_principal item located in the right pane 
 Wait for the Reindex complete message to appear above the index table 
 Logout 
 Restart the Filr service on the affected node 
 Test the admin login

After executing this procedure, both problems were solved!. note: please see attached the video.

I wanted to take this opportunity to thank you Mike Smy , Robin Redgrave and the entire community, since it feels good to be able to continue supporting the solutions that we have defended for our clients for so many years from this part of the world. 
 THANKS Community!. 
 Hugs from AR

Mike Smy · Answer

Please make yourself familiar with recently published knowledge article: 
 How to reset password of Filr built-in administrator 
 https://portal.microfocus.com/s/article/KM000019233

Mike Smy · Answer

If changing the password in database didn't help then please proceed with opening a case with technical support.

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How to recover Filr Admin access-password (Invalid credentials)

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