Account Recovery Timeline

This incident has been resolved.

Update of the issue per instance:

US instance: Solved 2024-06-19
EU instance: Solved 2024-06-25
JP instance: Solved 2024-08-27
CN instance: Pending release of Viedoc 4.79

A fix for the issue has been implemented in Viedoc 4.79. Once Viedoc 4.79 has been released the account recovery link will again be valid for 12 hours.
More information about Viedoc 4.79 can be found here: https://www.viedoc.com/support/release-notes/

When resetting the password for another users in Viedoc Admin, the account recovery link is valid only for 3 hours, instead of the expected 12 hours.
To avoid issues due to this bug, please ensure that the users use the account recovery link within 3 hours from when the account was reset. If the account recovery link has not been used within 3 hours, the password will need to be reset again to trigger a new email. The user then again has a window of 3 hours to reset the password. The bug was introduced with the release of Viedoc 4.78.

We are currently working on a fix to solve this issue and progress will be communicated here.

If a user is resetting his/her own password from the login page, the account recovery link is still valid for 3 hours as expected.