Account keeps getting locked out
Problem:
Logging in to the portal, occasionally gives an invalid username or password, and/or locks out the account.
Reason:
There are a few reasons why an account gets locked out:
- The user has attempted multiple unsuccessful logins
- The user is using a Mac/iOS Device or Android device where the wrong password is stored
- The user is using multiple computers where one of the computers has not had the reflected after an account password change has been performed. This is valid for
- FileBridge cached password on a PC or Mac/iOS Device/Android
- Cached password on a Mac
This is very rarely an issue caused by the server side, and is 99% of the time caused by end user devices authenticating with the wrong password, typically happening after a password change.
Solution:
- If the account got locked out due to any of the above reasons, the first thing you can try is to unlock your account using the Reset Password Manager, this is the same process as resetting your password, only choosing the "Unlock account" instead. (Reference: How do I reset my password?)
- Think of any devices that you may have setup for use with the gotomyerp service (even if you no longer actively use them for this purpose), and make sure that you change your password accordingly, or completely remove that access and reboot the device:
- On the Mac, click on "Remote Resources", then type in the correct password. (Reference: How to setup a Mac)
- On the Mac, for FileBridge: Open Transmit, and Edit your FileBridge site, and enter your new password. (Reference: FileBridge on a Mac)
- On the PC, for FileBridge, double click on the MapFileBridge, on your desktop, then type in your new password, and make sure it successfully maps.
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