Applies only to SafeConsole OnPrem.

To reset the password when the message 'failed to reset the password' appears and the correct code has been used, please follow these steps:

  1. Open consoledb.script in the 'db' folder in the SafeConsole install folder.
  2. Search for a row starting with "INSERT INTO SAFESTICK VALUES" followed by the serial number of the device you are trying to reset.
  3. Copy the long code on this row (170 characters long and ending with an equal sign), don't forget to also copy the equal sign and be sure to remove the surrounding quotes "".
  4. Paste the long code in the reset password window. 

The password code should now be displayed as normal.