Manual password reset fails for disconnected account

Document ID : KB000103015
Last Modified Date : 12/07/2018
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Issue:
While trying to manually reset the password of a disconnected account in ENTM this error appears:
Failed to execute ManualResetPasswordEvent. ERROR MESSAGE: SmApiWrappedException:You cannot modify the password. A long running process is already attempting to modify the password.

Since this is a disconnected account, it is not expected to be included in password change jobs at all.
Cause:
This is usually caused by a password change job that is trying to run on the account. When the password change job runs it sets a flag on each account it is changing so other processes do not interfere with it. Thus trying to manually change the password it is not allowed by the GUI.
Resolution:
There are a few ways this can be resolved.

1) Wait for the job to complete. This should unlock the account.
2) Cancel the job. If the job is taking a very long time it may need to be canceled. In some cases the job may actually take so long that another job is run before it finishes making it nearly impossible for it to complete. The schedule can also be modified if needed.
3) Manual intervention. If not possible to wait or cancel the job then it is possible to clear this through manual intervention in the SQL database. We do not suggest ever doing this unless the other methods fail because there are many risks involved when manually modifying SQL databases. If you believe you need manual intervention, please open a CA Support case and reference this KB Article. Someone from support will be able to provide and/or assist with the manual SQL queries as needed.