Issue description   

Possible causes   

1. The user has entered incorrect passwords multiple times, resulting in an AD account lockout.
   
2. The user's account is being used in other services (e.g., Outlook, mapped network drives, or scheduled tasks) where the password was not updated after a recent password change.
   

Resolution   

1. Go to the ADSelfService Plus login page.
2. Click Account Unlock?.
3. Provide the required identity verification details depending on the configured self-service policy.
4. Follow the steps to unlock the account.

1. Open Active Directory Users and Computers (ADUC) (dsa.msc).
2. Locate the locked user account.
3. Right-click the account and select Properties.
4. Under the Account tab, check whether Account is locked out is selected.
5. If locked, uncheck the box and click OK.
6. Inform the user that the account is now unlocked.

1. If the user recently changed their password, ensure they update it in:
   
1. Outlook (especially if configured with saved credentials).
   
2. Mapped network drives.
   
3. Scheduled tasks or background services using the old password.
   

2. Instruct the user to log out and log back in with the correct credentials.

Validation and confirmation  

• Once unlocked, the user should be able to log in successfully to ADSelfService Plus. If account lockouts persist, check Event Viewer logs for repeated authentication failures.

Tips    

• Encourage users to enroll in ADSelfService Plus to unlock their accounts without administrator assistance.  

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