Article ID: 9699, created on Feb 16, 2011, last review on Aug 12, 2014

  • Applies to:
  • Virtual Automation 4.5
  • Virtual Automation 4.6


If I click the link 'Forgot your password?" on Parallels Virtual Automation (PVA) login screen, I see the following error message:

The password recovery is unavailable due to system error #cp1002. Please contact your service provider.


You need to enable the messaging feature in PVA:
1. Log into PVA as a 'root' user: https://PVAMN_IP_Address:4648
where PVAMN_IP_Address - is the IP address of the PVA MN server

2. Go to 'Setup > Messaging' and press the 'Configure' button;

3. Check the 'Enable Email Notifications' checkbox

4. Enter corresponding values in the sections: 'System Email Account' and 'Administrator Email Account'.

5. Press the 'Submit' button, and the status in the "Notifications" section will be changed to "Enabled".

Now please configure SMTP relay as described here:

1. Go to Infrastructure. in the right frame, click on Management Node.

2. Open the 'Network' tab and click on Proxy.

3. Configure the SMTP relay.

Note: If you do not have access to the PVA control panel, you may enable messaging by manually editing the file /var/opt/pva/mn/etc/mailer.conf on PVA MN. Please open that file in any text editor, and you will see:

# cat /var/opt/pva/mn/etc/mailer.conf
<packet xmlns:xsi="">

Make the following changes:
- change '0' to '1' in the <notify> tag
- enter the correct values into the <name> and <email> tags
as shown below:

# cat /var/opt/pva/mn/etc/mailer.conf
<packet xmlns:xsi="">
<name>Test Admin Account</name>
<name>Test System Account</name>

To apply the changes, restart PVA services:

# pvamn restart
Shutting pvamnd:                                           [  OK  ]
Starting pvamnd:                                           [  OK  ]
# pvacc restart
Stopping pvaccd:                                           [  OK  ]
Starting pvaccd:                                           [  OK  ]
Starting httpd:

Additional information

1. You may also see the following problem when using the "Forgot your password?" link:

8862 - "Recover Password" function does not work in PVA

2. For similar instructions related to PIM, please follow this article:

5953 - "Forgot your password?" link does not work in PIM due to the error "The password recovery is unavailable due to system error #cp1002. Please contact your service provider."

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