Fix ERE login after a password update
When the ERE requires a password update, it accepts exactly eight characters and silently ignores anything you type beyond the eighth. If Chronicle then rejects the new password, enter exactly the eight characters the ERE retained — not the longer password you believe you set.
Why the password seems longer than it is
During an ERE password update, the password field in the ERE accepts exactly eight characters. It does not show you an error when you type more; it simply stops registering characters after the eighth.
As a result, you can believe the ERE accepted a longer password when it actually stored only the first eight characters you typed.
Chronicle does not shorten the password for you. It sends the value you enter in your profile settings to the ERE. When you enter the longer password you think you set, the ERE sees a different password and access fails.
Recover ERE access
Enter exactly the first eight characters of the password you set in the ERE, not the longer string you typed during the update.
In Chronicle, go to Settings > Profile.
In the ERE Password field, enter exactly the first eight characters of the password you set in the ERE.
Confirm the ERE Username is correct, then click Save.
Chronicle will then resume ERE checks once the stored password matches the eight characters the ERE retained. If access still fails, log in to the ERE directly to confirm the password, then repeat the update.
Not the same as other ERE failures
This failure is specific to a password update required due to an expired password with the ERE. It is not an ERE login lock, an invalid SSN, or a missing one-time passcode, each of which has its own fix.
See fix a locked ERE account for lock and invalid-credential recovery, and forward passcodes to a team number when the problem is OTP delivery rather than a password mismatch.
Only team members with the Manager / Rep, Admin, or Billing owner role can update ERE credentials. If you do not have one of these roles, forward the issue to a team admin. For more details see View roles and permissions.