At least a few times a week I get emails from users who can't get the self-service password reset working on DNN.

When I log in as administrator, and go to their user account, and click the "send password reset email" button it works. Every time.

I look in my event log tonight, and there are ten recent "Password Sent Success" events, they seem to come in pairs, one with an email address, the other without. All of them were kicked off by me.

Also in the event log are ten "Password Sent Failure" events. A couple of them say things like:

Cause:The Passwords do not match

Which makes sense to me. However most of them say:

Cause:If the details entered were correct, you should receive a new email shortly with a link to reset your password.

So they are saying that the email was not sent because... nothing... they should have been sent.

I have tried it with a test user. I click the "Reset Password" button, enter my test user email address (it's the only thing on the form) and I get an error in the event log as above, and no email arrives.

Why can the users not use self-service any more? Any help diagnosing this would be appreciated.

We recently switched to using email addresses instead of usernames. I can't think of anything else related. We are using the most recent version of DNN (7.4.2)

That thing with not matching passwords could be caused by caching on the page that has the logon module. What 3rd party modules do you have installed?

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Mariette: "but DNN tells you it has been sent" It doesn't. DNN logs a Password Send Failure, which tells me that there is not a problem in my SMTP config.

Mariette: "not matching passwords" is not the issue. I included that log message to show that the password change process actually works some of the time.

Sebastian: There is no stack trace included with the message. All there is is the text I pasted, an IP address, and the name of the server. There is no stack trace.

Further observation:
There are two places that the password reset email can be sent from:
1) An administrator can send one for a user by going to Admin, User Management, Click "Edit" icon next to user name, click "Manage Password" tab, scroll to bottom of tab and click "Send Password Reset Link" button. THIS WORKS FINE.
2) A user clicks "Login" and then clicks the "Reset Password" button. They then type in their email address, and click "Send Reset Link". THIS DOESN'T WORK.

So there is something different happening between these two scenarios, that means the email is not sent in the second scenario, but is sent in the first. The user is not logged in when they use self-service, perhaps this is part of the problem?