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--- troubleshooting:userpassworderrorfix [2026/07/31 09:05] – Romisha Thapa
+++ troubleshooting:userpassworderrorfix [2026/08/19 11:27] (current) – Ujwal Khatry
@@ Line 1: / Line 1: @@
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-====== 32.01. User password error : Steps to fix it =====
-The issue was encounter with a bad user password and while decrypting the blob in the user trigger, there was a system error that also stopped from importing the files.
+====== 32.01. User password error (Import failed) : Steps to fix it =====
-The solution for user password issue is to change the password with having issue.
-Usually the system error trigger by user password error cause issue in importing datafile. The issue looks like below in the screenshot. If you encounter such issue in file import contact: support@msupply.foundation
+In mSupply there is a possibility to encounter a bad user password issue. This is caused due to severe hardware failure  or by human interference. for example : The mSupply server may have been forcibly quit during a data update process or the system may have faced a power failure during a critical time. Majority of the time, such event occurs with no issues but in a few occasion data corruption may occur.
-{{:troubleshooting:error_in_file_import_.png?400|}}
+You will notice such error while attempting to login as a user.
+{{ :troubleshooting:user_login_error_2026-08-19-16-50-42.png?600 |}}
+The above error will affect the sync export and import process when attempting to deploy a remote active site.
+{{ :troubleshooting:error_in_file_import_.png?600 |}}
+The above error will halt the setup of remote site deployment and this error must be fixed before a remote active site is setup.
+ ====== The fix ======
+Get you Administrator to login to mSupply.
+  * View the user list and double click on the problem user.
+  * Simply update the password and click OK.
+  * Ignore the errors.
+{{ :troubleshooting:ujser_login_ok_button_error_2026-08-19-16-14-13.png?600 |}}
+  * The new password should now be saved.
+  * **You should be able to login.**
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