Overview
When a user exceeds the Number of Failed Attempts Before Automatic Lock set on the Password Rule screen, the user's account will be locked. For them to access their account it will need to be unlocked by another internal user.
If using Multi-Factor Authentication, you may need to reset a users' secret key. This may be required if for example:
A user loses their phone
A user deletes the authentication app from their phone, or the app data is cleared
A user believes their secret key has been compromised
Â
Unlock a User
To unlock a user's account, locate the user by a search via the User page (tick 'Only Include Locked Users'):
Matching results are displayed in the Search Results grid. Click
to view/edit the user's record:
When an account is locked, the following fields are populated:
Locked Date – will show a date if the account has been automatically locked (for example, from too many failed log in attempts).
Lock Reason – will give the reason the account was automatically locked (‘Failures’ for example).
Click
to unlock the account.
Once the account is unlocked, values in the Locked Date and Lock Reason fields are removed and the Unlocked by field will show the User ID of the user who last unlocked the account.
Â
Reset a Secret Key
In the case where a user cannot generate a code to log-in to the system, an internal user (admins and super users with correct rights) can reset it for them.
Click
to reset the secret key for a user.
The next time the user signs in, they will receive a Device Authorization email and need to use this code to authenticate.
Once complete, they will then be shown the Multi-Factor Authentication page with a new code to scan into their authenticator app (same as the first time they logged into the system after MFA was enabled).
Â
Â