Account Locked Out

Description

Gannon accounts automatically unlock after 30-minutes from the last attempt to sign in unless you have an old cached password that is causing the account to lock automatically. 


Helpful Links 


Resolution/Troubleshooting 

Locked out, here are three options on how to unlock your account.

Option 1: Waiting it out
  • Wait until the 30-minute window of lockout for the account to unlock itself (do not attempt to sign in during the 30-minute window or the time could restart)
Option 2: Unlocking the account yourself
  • Navigate to my.gannon.edu or office.com
  • Click on the "Can’t access your account?" link on the email sign-in page or the "Forgot my password" link on the enter password page
  • Enter your Gannon email and the characters in the picture

  • Select the option, "I know my password, but still can't sign in"

  • Select the contact method you want to use for the verification process

NOTE: It might have you go through 2 verification options before it will unlock the account

  • Depending on which contact method you choose you will get a verification code through that method.
    • Enter the verification code 
      • You should receive a message on the screen about being unlocked

Option 3: Reset your password  or call the Help Desk to get the password reset to unlock the account
  • The Help Desk can assist with clearing this lock before the 30-minute window if needed, by manually resetting the password if you don't have the Self-Service Password Reset (SSPR) info set up to reset the password yourself.
    • Note: You will need to provide your Gannon ID number, this is a precaution that we have in order to protect you and your account in case someone tries to call in as you. If you do not know your Gannon ID number click here to find out where you can find it.

Account getting repeatedly locked out:

Did you recently change your password? It could be a cached password that is causing the problem. Click here to see a related article or see the article listed on the right.


Cause

When a user tries to login with their Gannon Network ID and an incorrect password, the system will lock them out after 5 attempts for a time period of 30 minutes.

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Details

Article ID: 57004
Created
Fri 7/6/18 4:18 PM
Modified
Mon 4/22/24 9:29 AM

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Related Services / Offerings (1)

Reset or unlock a Network ID password. Gannon policy is that Network passwords expire once a year (365 days).