Cisco Prime Infrastructure

Password Recovery for Cisco Prime Infrastructure (Virtual Machines Only)

Document ID: 115609

Updated: Oct 24, 2013



This document describes how to recover (that is, reset) admin passwords on Cisco Prime Infrastructure servers. It applies to Cisco Prime Infrastructure version 1.2 and later. The procedure given here is for servers installed as virtual machines (OVAs) on customer-provided hardware only. There is a separate procedure for appliances .

Before You Begin


There are no specific requirements for this document.


For more information on document conventions, see the Cisco Technical TipsConventions.

Step-by-Step Procedure

The following procedure explains how to reset the Cisco Prime Infrastructure server administrator password on virtual machines (OVAs) installed on customer hardware.

Note that you must have a copy of the installation ISO image appropriate for your version of the software, and this image must be bootable from your VMware server, before you can reset the administrator password. The following steps incorporate a simple procedure for meeting this requirement.

  1. Before attempting to recover the administrator password, you must have a copy of the installation ISO image appropriate for the version of Cisco Prime Infrastructure that you are using.

    Cisco Prime Infrastructure ISO image files have the format NCS-APL-version-K9.iso, where version is the version number of the product. For example: If you are using the latest version of Cisco Prime Infrastructure version 1.3, you should have a copy of the ISO image file NCS-APL-

    If you do not have a copy of the ISO image, you can download it from, as follows:

    1. Point your browser to

    2. Use the Find box to search for "Cisco Prime Infrastructure".

    3. From the results list, select the software version you are using (for example, Cisco Prime Infrastructure 1.3).

    4. Select Prime Infrastructure Software to display the list of ISOs and other downloadable image files for that software version.

    5. Download the ISO image from the page.

  2. Once you have a copy of the ISO image, upload it to a datastore on your virtual machine, as follows. If you do not have access to the vSphere inventory, Datastores or Objects functions, consult your VMware administrator. You should also avoid accessing ESX directly from the vSphere client.

    1. In the vSphere inventory, click Datastores.

    2. On the Objects tab, select the datastore to which you will upload the file.

    3. Click the Navigate to the datastore file browser icon.

    4. If needed, click the Create a new folder icon and create a new folder.

    5. Select the folder that you created or select an existing folder, and click the Upload a File icon.

      If the Client Integration Access Control dialog box appears, click Allow to allow the plug-in to access your operating system and proceed with the file upload.

    6. On the local computer, find the file and upload it.

    7. Refresh the datastore file browser to see the uploaded file in the list.

  3. With the ISO image uploaded to a datastore, make it the default boot image, as follows:

    1. Using the VMware vSphere client, right-click the deployed OVA and choose Power > Shut down guest.

    2. Select Edit Settings > Hardware, then select CD/DVD drive 1.

    3. Under Device Type, select Datastore ISO File, then use the Browse button to select the ISO image file you uploaded to the datastore.

    4. Under Device Status, select Connect at power on.

    5. Click the Options tab and select Boot Options. Under Force BIOS Setup, select Next time VM boots, force entry into BIOS setup Screen. This will force a boot from the virtual machine BIOS when you restart the virtual machine.

    6. Click OK.

    7. In the VMware vSphere client, right-click the deployed OVA and choose Power > Power On.

    8. In the BIOS setup menu, find the option that controls the boot order of devices and move DVD/CDROM to the top.

  4. Follow the steps below to rest the Cisco Prime Infrastructure server admin password:

    1. Save your BIOS settings and exit the BIOS setup menu. The virtual machine will boot from the ISO image and display a list of boot options.

    2. Enter 3 if you are using the keyboard and monitor to access the OVA, or 4 if you are accessing via console. The vSphere client displays a list of Admin user names.

    3. Enter the number shown next to the admin username for which you want to recover the password.

    4. Enter the new password and verify it with a second entry.

    5. Enter Y to save your changes and reboot.

    6. Once the VM has rebooted: In the vSphere client, click on the CD icon and select Disconnect ISO image.

    7. Try to log in with your new administrator password. You should be able to log in successfully.

Related Information

Updated: Oct 24, 2013
Document ID: 115609