Overview
Users may be unable to log in to the reporting portal due to being locked out. This may happen when they exceed the maximum number of attempts with the wrong password or when the user has been deliberately locked, for example, for legal reasons. In other cases, you may need to lock a user account. This article explains how to do both operations.
Solution
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Notes:
- For Skyvera customers, check the Process for User Manager Request for Skyvera Users.
- Check the list of users authorized to make such requests before executing the changes.
- Often, customers ask to unlock accountable accounts. These are dummy accounts created to send email alerts to accountable hierarchy nodes and are identified by the $_ prefix (e.g. $_(username)@responsetek.com). Accountable accounts do not have access to the reporting portal. In these cases, you may need to add a new user.
- Although it is possible to lock and unlock user accounts using the CSS Tool, it is better to use the User Manager since it does not display the accountable accounts.
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When a user account is locked because the user exceeded the maximum number of login attempts, they can unlock their account by themselves by using the Forgot Password option on the login page.
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If the user failed to change their password, follow this article to resolve the issue: Previous Password Change Attempt Failed.
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If this is not the case, these are the steps that you need to take:
- Log in to the reporting portal (eManager).
- Go to Tools - User Manager.
<supportagent>As an agent, you can impersonate a user with access to the User Manager instead of following this path.</supportagent> - Search for the user using the available filters. If you want to unlock an account, you can also check the Show Locked Only option in order to narrow down the results.
- Once you find the user, click Edit.
- Check or uncheck the Lock Account option accordingly.
- Click Save.
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Testing
Impersonate the user to ensure the account is not blocked anymore.
Related Articles
- Adding a User in User Manager
- Managing Whitelisting via Survey Admin for VHA
- Whitelisting an IP Address via the CSS Tool
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