User account Locked out each time when attempt to login
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‎02-16-2021 05:27 AM
Hello Experts,
Need some help. In our TEST instance there are specific Users who are unable to login . We tried reset password but each time when they try login the account gets locked out. I inactivated the BR (Locked Out) still its getting locked.
Users are having ITIL role. We have LDAP user import but I am thinking this is TEST system so does it matter? Also I checked out event logs and looked for login.failed but cant get anything more why they are unable to login???
Can anyone please help where to look and troubleshoot please . Not aware of LDAP scenarios if somewhere to look at ?
Please guide.
Thanks
Nisha
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‎02-16-2021 05:35 AM
Hello,
Please give more information as to how you know they are "getting locked".
You saying "getting" would mean that you resolved the issue and they aren't locked...and then get locked again...
What are you doing to successfully unlock them in the first place?
You'd need to ensure that they're user account is marked as "active" and the "locked out" checkbox is not checked.
As far as the LDAP goes, if the user's AD account (for example) is locked out from a network perspective, then that may be getting passed to ServiceNow...so the issue would need to be resolved from AD side and that should get updated to ServiceNow. Either way, you can check their user account for the settings I've mentioned above, then have them get with AD.
Please mark reply as Helpful/Correct, if applicable. Thanks!
Please consider marking my reply as Helpful and/or Accept Solution, if applicable. Thanks!
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‎02-16-2021 07:11 AM
So I tried reset the password thinking that might be the issue but each time user tries login they cant it says 'User Name Invalid' . So I keep on reset and then I checked that the Field 'Locked Out' becomes true each time they try login. This is happening continuously .
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‎02-16-2021 08:06 AM
I was looking at a few possibilities. Check the field Failed Login Attempts (failed_attempts). If there is a number in that field try changing that to zero.
Hope that helps.
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Helpful and Correct tags are appreciated and help others to find information faster
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Helpful and Correct tags are appreciated and help others to find information faster
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‎02-16-2021 01:23 PM
did that reset to ZERO but same thing happening. And each time the failed attempt shows 2
