SAP Knowledge Base Article - Public

2326154 - Reset password for LMS PLATEAU Account

Symptom

  • Unable to login with PLATEAU.
  • The password is incorrect and account is locked.

Environment

SAP SuccessFactors Learning

Cause

  • This usually happens when customers do not login after they receive a new instance.
  • Therefore the password expires and the customer or partners lock the PLATEAU account trying to access.

Resolution

  1. An email with the following must be attached to the incident: {please edit the words in bold}

"I, customer employee first name/last name, from Company name, authorize SAP Product Support, to unlock the PLATEAU admin account and reset the password for the instance: YOUR LMS URL.

Important: The email must contain the company signature and include supervisor or manager. There is no need to send the email to SAP Support Engineers email address. Customers can send the email message to a supervisor/manager, or to themselves, and then save the email message as a .msg file extension to attach it to the incident.

  1. Please attach the email to the incident for review.
  2. The new password will be emailed to the designated IT contact.
  3. You can have your CSM or Account Executive create an O2I ticket to change the IT contact information if needed.

Recommended: As soon as you gain access back, please create a new user account (directly in the LMS), associate it to a new or existing admin account. Populate the email address on the user account as then you can utilize the forgot password function.

Note: This process is only for initial implementation tenants ideally. As of 1H 2021 release, native admin is deprecated and can only be accessed when the Learning tenant is not integrated. This means that SAP Support will also need to modify the BIZX configuration file in the Learning environment and set successFactorsLearningEnabled=false if the environment was already implemented but access via BizX is not possible. If that is the case, after logging in with the PLATEAU account do the following:

  1. Create a new Learning Admin account that has the same ID as a BizX User (validate in BizX what the ID is and that the user has Learning Administration permission)
    • Once the Learning Admin is created, you can also use the Related User field to associate an existing Learning User account. If this is done, the admin ID does not have to match the BizX User ID (but it is recommended best practice to have the same IDs)
  2. Go to System Administration > Configuration > System Configuration > Edit the BIZX configuration file > set successFactorsLearningEnabled=true > Apply Changes
  3. In a new browser instance (different browser, incognito, private mode, etc), login via BizX with the BizX User ID that now has a Learning Administration account
  4. Go to System Administration > Configuration > System Configuration > Edit the BIZX configuration file > Apply Changes
    • This is important to make sure that the backend API is updated correctly to match the BizX data center.

Keywords

SF, success factors, LMS admin, credentials, log in, locked, plateau, access, inaccessible, native, admin, , KBA , welcome email , LOD-SF-LMS-ADM , System Admin, Global Variables, References , LOD-SF-LMS , Learning Management System , How To

Product

SAP SuccessFactors Learning all versions