End User of Gen-IC Forgot Password for Agent-IC/Station-IC

Owned by Justin Emge, created
Last updated: Jun 25, 2024 by KARI EYTHORSSON
1 min read

Subject

End user or customer forgot the password for their Agent-IC or Station-IC connection.

Description/Additional Context

Due to security and privacy reasons, Clear-Com Technical support is unable to see the individual usernames and passwords of a virtual client.

Solution

Clear-Com Technical Support is not allowed to access Gen-IC instance without prior approval from a customer or partner. This is done for privacy and security reasons. To give Clear-Com Support access to your instance, you will need to use one of the following two options:

  1. Do a remote session with the user’s computer using something like TeamViewer or RemotePC

  2. Give the Clear-Com Technical Support Engineer access by adding them as a Workspace Admin

Even with access to the Gen-IC Instance Clear-Com Tech Support will not be able to see the Endpoint User passwords. These will have been created and issued by the Workspace Owner. Clear-Com Tech Support are not allowed to change these. To get a reminder of the password or to get a new password issued Endpoint Users should contact the Workspace Owner responsible for their Gen-IC instance.

To give access as a Workspace Admin, follow this link.

Platform

Gen-IC

Public or Internal

Public Article

Support or Engineering Solution

Solution for Support

 

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