How to reset Admin password (SDOrg) for SupportCenter Plus 11.0 version and above

How to reset Admin password (SDOrg) for SupportCenter Plus 11.0 version and above


This is applicable only above SupportCenter Plus 11.0 version. If you are using any other build , please contact support with the details. You can get the build number from About us present in the top right of the user interface.

1. Access your SupportCenter Plus server and browse to [your drive]:\ManageEngine\SupportCenterPlus\bin.

2. Click changeDBServer.bat. Information on the configured database will be displayed. 
 If the database is MSSQL, go to the SQL Management Studio, go to the 6th step.     

3. If the database is PGSQL, connect to it. 

4. Click the Windows icon and select Command Prompt (Run as administrator).

5. Go to [your drive]:ManageEngine\SupportCenterPlus\pgsql\bin and run

For Windows:
psql.exe -U scpadmin -p 65432 -d supportcenter -h 127.0.0.1

For Linux:
psql -U scpadmin -p 65432 -d supportcenter -h 127.0.0.1

If prompted for password please type scp@123

6. Please execute the below query to find the list of SDOrg Admin users:
Select al.login_id"Login ID",au.first_name"Name",al.name"Login Name" from aaaauthorizedrole aar left join aaarole ar on aar.role_id=ar.role_id left join aaaaccount aa on aar.account_id=aa.account_id left join aaalogin al on aa.login_id=al.login_id left join aaauser au on al.user_id=au.user_id left join sduser sd on au.user_id=sd.userid where ar.name like 'SDOrgAdmin' and sd.status='ACTIVE';

7.  From the result, select the user and use their login_id in the below query to reset the password.

For PGSQL:
update AaaPassword set password='$2a$12$fZUC9IK8E/AwtCxMKnCfiu830qUyYB/JRhWpi2k1vgWLC6iLFAgxa', SALT=pgp_sym_encrypt('$2a$12$fZUC9IK8E/AwtCxMKnCfiu','SChar@123Mas!er','s2k-mode=1, cipher-algo=aes256'), algorithm='bcrypt' where password_id in (select ap.password_id from aaaaccpassword ap left join aaaaccount ac on ac.account_id=ap.account_id left join aaalogin al on al.login_id=ac.login_id where al.login_id= Login_ID);           
 For MSSQL:
OPEN SYMMETRIC KEY ZOHO_SYMM_KEY DECRYPTION BY CERTIFICATE ZOHO_CERT;update AaaPassword set password='$2a$12$fZUC9IK8E/AwtCxMKnCfiu830qUyYB/JRhWpi2k1vgWLC6iLFAgxa', SALT= EncryptByKey(Key_GUID('ZOHO_SYMM_KEY'), N'$2a$12$fZUC9IK8E/AwtCxMKnCfiu'), algorithm='bcrypt' where password_id in (select ap.password_id from aaaaccpassword ap left join aaaaccount ac on ac.account_id=ap.account_id left join aaalogin al on al.login_id=ac.login_id where al.login_id= Login_ID);CLOSE SYMMETRIC KEY ZOHO_SYMM_KEY ;
NOTE FOR MSSQL:  APPLICATION SHOULD BE RUNNING WHILE EXECUTING THE ABOVE QUERY
Replace the Login_ID (the account that you would like to reset) in the above query highlighted in yellow.
 After resetting the password, you will be able to log in with password as 'admin'. Ensure that you have selected 'Local Authentication' in the "Log on to" drop-down list.
8. Restart SupportCenter Plus once after executing the above query.


You can login as administrator/admin


Before logging in after a password reset, please ensure to clear the browser cache once.


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