Active Directory (Help! I'm locked out of my system)

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Guide to Resolving User Lockout or Forgotten Password Issues


When a user is locked out of the system or has forgotten their password, follow this step-by-step guide to resolve the issue quickly and efficiently.


Step 1: Access the User's Group

  1. Identify the Appropriate Group: Determine which group the user belongs to, such as Customer Service, Sales Support, or Admin.

  2. Right-Click the Group: Navigate to the group in your system interface and right-click on it to begin the process.


Step 2: Search for the User

  1. Enter User's Details: In the search interface, type the user's first and last name.

  2. Select Find Now: Click the "Find Now" button to generate search results.


Step 3: Access User's Profile

  1. Select User's Name: From the search results, double-click on the user's name to open their profile.


Step 4: Verify Contact Information

  1. General Tab: Navigate to the General tab in the user's profile.

  2. Provide Company Email: If necessary, you can provide the user with their company email address from this tab.


Step 5: Unlock the User Account

  1. Account Tab: Switch to the Account tab.

  2. Unlock Account: Select the option to unlock the account, which will allow the user to regain access.


Step 6: Enforce Password Change

  1. Account Options: Under the Account options, ensure that the "User must change password at next logon" option is selected. This setting allows the user to reset their password securely.


Step 7: Apply Changes

  1. Click Apply: After making the necessary changes, click "Apply" to save and implement them.



By following these steps, you can effectively help users regain access to their accounts while ensuring security protocols are maintained.

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