Known Issue - Admin Account locked
Description
Customer reported that the admin account has been locked and can’t perform any action.
Possible Reason:
It may be occurring after 3 times for Wrong password or username in Prolaborate. Also, this is a temporary lockout, and the account should be unlocked after 30 minutes. Alternatively, if the user have another admin access user, please use that to log in and change the active state of the Super admin ID. If this does not resolve the issue, please inform us so that our team can investigate and provide a workaround.
First Response - Troubleshooting steps
Hi <Customer>,
Thank you for your email.
We would like to inform you that your account in Prolaborate has been unblocked. An account gets locked after three unsuccessful attempts to log in with an incorrect password. The account will be automatically reactivated after 30 minutes.
Please check if you can log in and let us know.
Second Response to the customer:
Hi,
Thanks for reaching out to Sparx Cloud Support,
We would like to inform you that if the account is not unblocked after 30 minutes, please follow the below workaround steps to activate the account. If the user has another admin access user, please use that to log in and change the active state of the Super admin ID.
Step 1: Log in to Prolaborate and search the user management section.
Step 2: Search for the blocked user and change the user's status from "blocked" to "Unblock"
Step 3: Save the changes.
Please let us know if you have any further questions are concerns
Reference Document
Reference
Ticket ID: #10157
Subject: Account locked
Department: Sparx Platform Support
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