Keywords: locked account, login, unlock, failed login, account locked, edit employees, cache, cookies, browser update, password, login issues
Summary
This article covers what to do when a Cloud 9 account is locked due to too many failed login attempts. It walks through how to identify a locked account, how to unlock it, and best practices to avoid login issues.
Overview
Cloud 9 limits the number of failed login attempts to 10. If a user enters an incorrect username or password too many times, the account will be locked automatically. Once locked, the account can either be unlocked by someone at the practice with the appropriate permission or it will unlock on its own once the lock timer expires.
Identifying a Locked Account
When a user attempts to log in and the account has been locked, the following error will appear on the login page:
“Account has been locked. Please contact your administrator to unlock your account or wait until the lock has expired.”
How to Unlock an Account
To unlock an account, someone at the practice with the Edit Employees permission must complete the following steps:
- Navigate to Edit > Setup > Employees.
- Select the affected employee and click Edit.
- When the employee profile opens, check whether the account is locked. If it is locked, the unlock button will appear in black and say Unlock.
- Click the Unlock button and then click the green Save button.
- Once unlocked, have the employee clear their cache and cookies and attempt to log in again. See the Cloud 9: Clearing Cache and Cookies article for instructions.
Note: If the Unlock button is greyed out, the account is not actually locked. In that case, have the employee clear their cache and cookies and try logging in again before investigating further.
Best Practices to Avoid Login Issues
Following these practices will help reduce the likelihood of login problems for your team:
- Always manually type your username and password. Do not use autofill.
- Clear cache and cookies once a week or every two weeks to avoid issues caused by cached files or old cookies.
- After clearing cache and cookies, click About Chrome or About Edge to check for a browser update. Whether the browser updates or not, close and relaunch the browser completely before logging in again.
- Shut computers down at night and reboot them at least once a week.
- Any time a password is changed or an account is unlocked in Cloud 9, have the employee clear their cache and cookies and check for a browser update before attempting to log in again.
As always, if you have any further questions please do not hesitate to reach out to Cloud 9 Support by emailing us at cloud9support@planetdds.com, or chatting us online using the chat bubble on the lower right at https://cloud9support.planetdds.com/hc/en-us, or giving us a call during our business hours of 8:00 AM EST to 8:00 PM EST at the 1.800.394.6050 option 2.