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Gladstone Cloud: Self-Service Password Reset (SSPR) - Expired and Forgot Password

This page will guide you in resetting your password if you have received a "password has expired" message, forgotten your password, or you wish to change it. This process is known as self-service password reset (aka SSPR)

This article should only be used if you are using Remote Desktop (The icon appears in the following way)

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If you are using Windows App please follow https://kb.gladstonesoftware.com/knowledge/windows-app-password-reset-guide (The icon appears in the following way)

Next Steps (Video)

If you wish to follow the steps in a video format, please go to the bottom of the page

Next Steps

It is not possible to reset your password via a pinned Plus2 icon that you may have on your desktop, it can only be done via the Remote Desktop icon, a couple of examples of how this icon could look are shown below

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  • Double-click the Remote Desktop icon
  • Click the 3 dots at the very top of the application and select Subscribe

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    • Your screen may look like below and have a green arrow covering the 3 dots. Where possible click the green arrow which will update the Remote Desktop software. If you are unable to do this please continue to click the 3 dots and select Subscribe

      Image preview
  • You must then select 'Use another account' (do not click on any other accounts)

  • Enter your username and select Next

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  • Select Forgotten my password

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  • Enter the username and characters displayed on screen (characters are NOT case sensitive)

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  • If you get the following message on-screen, you have not setup SSPR and are unable to reset your password or un-lock your account.

    If this is the case please log a case with Gladstone Support either via the portal, or give us a call. We will then assist you and setup SSPR. For this, you will need to provide us with a method of securing your account. The most popular options are an e-mail address or a mobile phone number

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  • If you have setup SSPR previously, select I forgot my password

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  • You will now be prompted to enter the relevant information

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  • Once you have verified the account you will be asked to enter a new password

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  • A password complexity policy is in place which includes the following 
    • Minimum of 8 characters
    • 3 different types of symbols are required. These include numbers, 1 uppercase letter, 1 lowercase letter and a special character ($, #, % as examples)

  • If you do not meet this criteria you will receive the following message

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  • After you have setup a new password you will see the following, select click here and sign in using the new password

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  • You will now have access to Gladstone systems

Next Steps (Video)