Reset password blank page – Magento 1.9.2.2

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The problem

Click here if you want to go directly to the solution.

After upgrading an older Magento shop to version 1.9.2.2 I noticed that the reset password page was blank. Everything else was working fine: I could fill in my email address to request a new password, I received the email with the reset password link, but clicking on the link only resulted in a blank page. I checked my log files, but no errors were thrown.

The cause

It turns out that a change was made to the customer.xml file. The block customer_account_resetpassword was renamed to customer_account_changeforgotten. Since my custom theme included it’s own customer.xml file, the original customer.xml file included in the Magento core was ignored. As it turns out, this problem can also be caused by installing security patch SUPEE-6788.

The solution

Simply update the customer.xml used by your theme. The following block:

<customer_account_resetpassword translate="label">
    <label>Reset a Password</label>
    <remove name="right"/>
    <remove name="left"/>

    <reference name="head">
        <action method="setTitle" translate="title" module="customer">
            <title>Reset a Password</title>
        </action>
    </reference>
    <reference name="root">
        <action method="setTemplate">
            <template>page/1column.phtml</template>
        </action>
        <action method="setHeaderTitle" translate="title" module="customer">
            <title>Reset a Password</title>
        </action>
    </reference>
    <reference name="content">
        <block type="customer/account_resetpassword" name="resetPassword" template="customer/form/resetforgottenpassword.phtml"/>
    </reference>
</customer_account_resetpassword>

has to be updated to

<customer_account_changeforgotten translate="label">
    <label>Reset a Password</label>
    <remove name="right"/>
    <remove name="left"/>

    <reference name="head">
        <action method="setTitle" translate="title" module="customer">
            <title>Reset a Password</title>
        </action>
    </reference>
    <reference name="root">
        <action method="setTemplate">
            <template>page/1column.phtml</template>
        </action>
        <action method="setHeaderTitle" translate="title" module="customer">
            <title>Reset a Password</title>
        </action>
    </reference>
    <reference name="content">
        <block type="customer/account_changeforgotten" name="changeForgottenPassword" template="customer/form/resetforgottenpassword.phtml"/>
    </reference>
</customer_account_changeforgotten>

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19 thoughts on “Reset password blank page – Magento 1.9.2.2”

  1. Many thanks – this resolved my issue. Must have missed this change in the change log.
    Best wishes,
    Eddie

  2. Hi thanks for the post i recent upgrade magento up to 1.9.2.2 and now after i go to forgot my password link i am able to enter the email and a captcha that i have there but when i click on the send button it goes to customer/account/forgotpasswordpost/ and the page es blank i check all my customer.xml files and they are just has you post they need to be. Can you help me i dont know what else can be. Thanks alot.

    1. Did you clear your cache, after the update? And did you verify there isn’t an extra customer.xml file used by your theme or one of your extensions that overrides the default?

  3. Works great. Please remind everyone that they will also need to delete the cache files and in admin reset the cache, too.

    1. Go to AccountController.php (/app/code/core/Mage/Customer/controllers) check the method changeForgottenAction() add the below code and you get the theme folder “var_dump($this->getLayout()->getUpdate()->getHandles());”

      change customer.xml of you theme folder.

  4. Hello my issue persist, when I enter a random email for Forgot Password, and press submit, a confirmation appears, saying something like “If this email exists, then a new email was sent to that email!”, but when I submit an email of a real existing customer, then it gives me the 500 error I’ve mentioned.

    Still nothing – if anyone out know something to do i really apreciate

  5. Thanks for sharing this. Password registration form back up and running on Magento 1.9.2.4.

  6. I have this same problem, I checked and my customer.xml was already routing to the correct location, so this did not fix my issue. Any more information on why a blank forgotten password page appears?

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