User account Locked out each time when attempt to login

[Nisha30]

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

[johnfeist]

Hi Nisha,

You definitely want to look at what data you are importing via your LDAP sync because that could be making changes that you don't expect.  Take a look at the transform map associated with your sync.  That will show you what fields are being set by your sync. 

Since you are in test, you might try unlocking an account and then running a sync with users told to stay off of the test instance.  If you see the user locked out, you'll know it's from the sync.  You might also consider turning off the Run Business Rules flag on the transform map if it's checked.

You might also run a code scanner looking for locked_out in any scripts. 

Hope that helps.

:{)

Helpful and Correct tags are appreciated and help others to find information faster

[Nisha30]

I deactivated all Transform scripts wherever locked_out=true for testing . Also in TEST instance the LDAP server connection is not working. Also as mentioned above the history shows 'Guest Account' whenever user tries login eventhough the record exists in table.

Thanks

[johnfeist]

Sorry I've been tied up all afternoon.  One really simple question.  Are you sure that the users in question have passwords set on your test instance?  If they were set up from a clone they may not.

Also, I'm assuming that you have confirmed that their active flag is set to true.

:{)