HelpDesk – IAM Account is Locked – multiple in same day

Problem

IAM Tools shows a message indicating the user’s DHMCMASTER account is locked out, the caller indicates that they have called multiple times in one day about this issue or several times over several days.

Things to Consider

If the users' account is continually locking, task Windows Administration to find the device that is triggering the account lock.

Often, it is a personal device, such as a smartphone, tablet, or laptop.  

Cause

User’s DHMCMASTER accounts usually become locked when:

• a mobile device (phone, iPad, etc.) login attempt failed
• user left themselves logged into another computer
• user had too many login attempts

This case is a combination of the first and third points above, the device is trying to connect the wifi repeatedly with a previous saved password.

Lead questions for the user

1. Have you talked to us recently about this issue?
2. Do you often bring personal devices to the office (smartphone, tablet, laptop, etc.)
3. Do those devices connect to the Wi-Fi, DH-Access?

Solution

1. Verify the user's ID (typically the last 4 digits of their Social Security Number)
2. Open IAM Tools (https://iamtools.hitchcock.org)
3. Under User Functions, click Unlock DHMCMASTER.

   

4. Ask the user to log in again.
5. Have them open the wireless section of their devices settings and choose to forget the DH-Access network
   1. This varies from device to device, you can search the web for guides if you are not familiar with their particular device.
6. Follow up later to confirm if they have been locked out after some time, usually several hours or next day.

Escalation questions

To the user, ask:

1. User Name
2. Description of Issue
3. Best contact Phone number (since email will be unreliable with frequent lock outs)

CI = Active Directory

Service Catalog Values = Access and Accounts > Windows (Active Directory) > Unlock Account

Escalation Tree:

Tier 1: IS – Support – Help Desk

Tier 2: N/A

Tier 3: N/A

 – Task – Windows Admin for device discovery if necessary.