Hey guys, having trouble with my on-premise ServiceDesk. We're currently on 14.8, and after emailing support, I was instructed to post here for assistance. 

I was unable to login using my normal password with the admin account, which is the only privileged account in our system. After getting locked out, I followed the instructions here: https://pitstop.manageengine.com/portal/en/kb/articles/how-to-reset-administrator-password-in-servicedesk-plus

I have done this before with no issues, but when I tried it this time, it did not work. 

I'm unable to log in with the default "admin"