How-To Guide: Troubleshoot an Account Lockout
Overview
This guide addresses the most common sources of account lockouts and how to systematically remove cached credentials.
What You'll Need
- Computer (Windows or Mac)
- Personal computer at home
- Smartphone
- Tablets or EBook readers
Addressing an Account Lockout Issue
The most common sources of lockouts are:
- Devices on CU Denver/CU Anschutz Wi-Fi
- Forget CU Denver/CU Anschutz Wi-Fi
- Mobile Devices
- Remove email accounts, log out of Canvas, forget CU Denver/CU Anschutz Wi-Fi
- Stored Credentials
- Remove all UCDenver related entries from Credential Manager/Key Chain Access, disconnect all network drives
Be sure to restart the devices after troubleshooting steps, as there may still be a service using those credentials.
Step-by-Step Instructions
Step 1: Which computers do you use at work?
- Windows Computers
- Check to see if you have connected to the CU Denver or CU Anschutz wireless network, then choose Forget Network if applicable.
- For any desktops that you use regularly, make a not of what network drives you have, then right-click and choose Disconnect on each one.
- Check Credential Manager and remove any entries.
- Click the Windows icon, type "credential" and open Credential Manager.
- Remove any entries you find in here.
- Mac Computers
- Delete any UCDenver/CU Denver/CU Anschutz entries from your Keychain Access.
- Go to the Keychain Access app on your Mac.
- To open Keychain Access, search for it in Spotlight, the press Return.
- If your keychains aren't visisble, choose Window>Keychain Access.
- Select a keychain in the Keychains list.
- Choose File>Delete Keychain [keychain name].
- Click Delete References.
Step 2: Do you use any computers at home?
- Do you check your email with Outlook/Mail or just Webmail/MyEmail?
- If you use a mail client, then remove any entries from Credential Manager (Windows) or from Keychain Access (Mac).
- If it's just MyEmail/365, then continue with looking at other sources.
- Do you may any network drives from this computer?
- Disconnect any network drives, and remove entries from Credential Manager/Keychain Access then reboot.
Step 3: Do you have a smartphone?
- Remove any Exchange/Corporate/Outlook accounts from your device.
- Check to see if you have connected to the CU Denver or CU Anschutz wireless network and choose Forget Network if applicable.
- Log out of Canvas app if applicable.
Step 4: Do you have a tablet or EBook reader?
- Remove any Exchange/Corporate/Outlook accounts from your device.
- Check to see if you have connected to the CU Denver or CU Anschutz wireless network and choose Forget Network if applicable.
Troubleshooting & Tips
- Really rare, but possible:
- Non-domain joined computer with mapped printer connection and University credentials saved.
- Virtual Machine running on computer with saved credentials inside.
- Maybe the browser has auto-fill and it's filling in automatically
- Check if the password box is being filled in automatically, then clear it.
- Maybe your password didn't change and you need to go back to Password Reset
- Other actions to try:
- Contact the Service Desk at 303-724-4357 to see if they can find the name of the device locking you out.
- If you can, log into MyEmail and go to the Settings gear icon, then click Settings>Mail>Mobile Devices. You can then view information about the device and choose Remove if desired.
Conclusion
Great job! You have now learned how to troubleshoot account lockouts.