Login Account Keeps Locking (Public)

Owned by Cassandra Rinker
Last updated: Jul 25, 2022

If your Login account continually locks, your devices may be storing your old password. This problem typically occurs if you have recently changed your password or if your account has expired. Passwords containing certain characters, using any part of their first name, middle name, last name or user ID can also cause your account to lock.

Troubleshooting

  1. Turn off or disconnect any devices that may be storing an old password. Any devices connecting to Wi-Fi, such as WVU.Encrypted, or fetching emails through your home wireless or cellular data connection will cause the account to become locked. Set all your mobile devices to airplane mode and turn off any other notebook and desktop computers that are using the password during the password change process.

  2. Once all devices have been turned off or disconnected, reset your account. For instructions for resetting your account, view the Unlock Your Login Account article. You will be asked to create a new password. Ensure that your new password meets the password requirements listed in the Change Your Login Password article to prevent your account from locking again. If your previous password used special characters, do not use the same characters.

  3. Wait 20 minutes and bring your devices back online one at a time. Update the password and confirm your account is working on each device.

Faculty members using iClicker software in their classes may experience account lockouts after changing their Login password if iClicker has saved their old password. In attempting to upload results to eCampus, the iClicker software may indicate that it has successfully done so when it has not. It also may not prompt for the new password by default. If this is the case, attempt to update the Login password on the iClicker software wherever it is being used.

If you are unable to resolve the problem and your account continues to lock, contact the ITS Service Desk at 304-293-4444 or submit a ticket for Login help. Please note that to assist in unlocking your account you must have computer access and your devices readily available when contacting the Service Desk.