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Recover Password System Wide

This article explains what to do if you are taking over a SAFR system and have NOT been provided one or more SAFR system credentials. This may happen for example if you are an integrator taking over a system from previous integrator that did not provide system handover documentation.


Please be aware that even if we wanted to, we cannot reset a password for either SAFR SCAN, SAFR Camera, or SAFR Software.  SAFR does not have access to passwords.  These are set by the administrators of these systems and not visible to SAFR.


About SAFR User Ids, Account Email and License Binding

SAFR does have control over the following and can assist in making changes once authenticity of the requestor is verified and approval from the end user is granted.

  • SAFR Account Email - SAFR Support can modify the email associated with a SAFR Account.  A SAFR Account is what is used to log into the SAFR Server as superadmin as well as log into the SAFR License and Download Portals.
  • Hardware Binding - SAFR Support can reset the hardware binding on a SAFR License in order to allow the server to be re-installed on a new computer.

Notes:

  • user id of SAFR SCAN is always 'admin'.  The password for SAFR SCAN is set at first login and can be reset using the ""Forget your password"" flow as described in What do I do if I lost my password to SAFR SCAN?.
  • user id of SAFR Server is set when the account is provisioned.  The requestor sets this either by providing a preferred account id or it is derived from the Enterprise Name given when account is requested.   This account id becomes the superadmin account login for SAFR Server.  This cannot be changed.
  • SAFR Server may have one or more additional user id that allow signing into the server with different roles (e.g. admin, engineer, etc).  Passwords for these accounts are provisioned by the server administrator or through application interfaces by the logged in user.  As with other passwords, these are not visible to SAFR staff.

The remainder of this article provides guidance on how to recover a system for various conditions.  Some of these conditions are progressive (i.e. the first condition explains how to identify the SAFR Server user id.


I do not know my SAFR Server superadmin user id

SAFR Server superadmin user id is created when the account is initially provisioned.  There are three ways to obtain this account id:

  1. If you have access to SAFR Desktop and it is signed into SAFR Server, open Preferences from the Tools menu of SAFR Desktop and view the SAFR Account Id on the Account tab.
    If SAFR Desktop is signed out, it may still show the user id it was previously signed in as.
  2. If you know the email address that the SAFR Account id was generated with, use the ""Forget your AccountID/Password"" link on https://safr.real.com/signin and select the email option.  An message will be sent to the indicated email address with a list of account ids registered under that email address.
  3. If you have access to the machine running SAFR Server, open the file 'covi-ws.log' in C:\Program Files\RealNetworks\SAFR\covi\logs\ and look for the string string with ""user="" (e.g. user=safruser).  The value to the right of the = symbol will be the SAFR superadmin user id.


I do not know my SAFR SCAN or SAFR Camera user id

SAFR SCAN and SAFR Camera user id is always 'admin'.


I do not have password to SAFR Server

  1. If you have control over the email address assigned the SAFR Account, then use the ""Forget your AccountID/Password"" link on https://safr.real.com/signin and select the AccountID option.  A reset password link will be sent to the email address associated with the Account ID.   See How do I reset may SAFR On-Premises Server password? for more details.
  2. If you do not have control over the email address, Contact SAFR Support who will work with you to verify authenticity of the requestor and approval from the end user.  After this a SAFR Support representative can update the email address associated with the SAFR Account ID.

I do not have password to SAFR SCAN or SAFR Camera

  1. If you have access to the recovery email address for the device, use the recover password option as described in What do I do if I lost my password to SAFR SCAN?.
  2. If you do not have access to the recovery password, you will have to perform a factory reset as descried in the Quick Start Guide for your device (see http://docs.real.com for the Quick Start Guide).

About SAFR SCAN Factory Reset

When performing factory reset, all data is deleted from the device.  If the device is still present in SAFR Server, those settings will be restored upon reconnecting to SAFR Server.  Please note that settings are retained by SAFR Server only up to a week after the device was last connected.