Status 500 error Code on Password Reset


  • Used Zammad version:
  • Used Zammad installation type: (source, package, docker-compose, …)
  • Operating system:
  • Browser + version:

Expected behavior:

Upon entering user id email, the system should send a password reset email.

Actual behavior:

The system shows a status 500 error - {“error”:“Error ID j2Pi45vh: Please contact your administrator.”}

Steps to reproduce the behavior:

Go to the main page, click on forgot password and then enter the email of the id.
No change was made to the system and this just started happening. Cannot log in and when doing a password reset this happens.

Have now also posted a job on Upwork to get help in resolving the same. If anyone knows a developer that can help resolve this quickly it is much appreciated.

The error IDs provided by Zammad are generated ones and do not allow you to look into a general error id catalogue.

If I had to guess from your description, I’d say your notification channel is not working the way it’s supposed to be.

Try again, copy the error ID displayed and search your production.log (/var/log/zammad/) for the ID.
This will point you to the issue. If that doesn’t help you provide the traceback or error message the ID belongs to here, please.

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