000017496 - RSA Adaptive Authentication (Hosted) Back Office access issue of locked user ID or unable to login to Back Office resolved with password reset.

Document created by RSA Customer Support Employee on Jun 14, 2016Last modified by RSA Customer Support Employee on Apr 21, 2017
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Article Number000017496
Applies ToRSA Product Set: RSA Adaptive Authentication (Hosted)
RSA Product/Service Type: RSA Adaptive Authentication (Hosted)
IssueOne of two error messages display:
Locked User ID due to multiple failed logins
Unable to login to Back Office Adaptive Authentication (Hosted)

ResolutionThese AAH Back Office access issues can be resolved with password reset using the steps below:
  1. Login to the Back Office portal with the super admin user ID.
  2. Select the Administration tab then search for the user ID which is locked.
  3. Now change or reset the password of that locked user ID. This applies to the Back Office admin account holder.
Legacy Article IDa66071