While this isn't an issue for those customers using Single Sign-on (SSO), it can occur occasionally whenever a learner is manually entering their login credentials.
Typically, you have three attempts to enter your login credentials correctly. What can happen, however, is that
- A Username or Password is entered incorrectly.
- Or, the CAPS lock is enabled (an issue with case sensitive passwords).
In any case, after three missed attempts, you see a similar message to the one displayed below:
So what can you do?
As a LEARNER:
1.) Contact your learning administrator and let them know you are "locked out" of the system (use those terms). They can log in and unlock your account so you can try to log into the system again.
2.) Unless you realized that you're entered your login credentials incorrectly, click on the FORGOT PASSWORD link found in the login box. Then enter your email inside the popup box and click NEXT. If your email is registered, you'll receive your password in your email account.
3.) If your email IS NOT registered, then communicate that to your support team/learning administrator.
TIP: Before attempting to login in again, open your browser of choice in the INCOGNITO or PRIVATE mode, and then proceed to the login page by entering the proper URL for the learning system. This ensures you are not having issues with caching.
As a Learning Administrator:
1.) Login into AbilityLMS and select Administration | Release Locked User. Then enter the LearnerID into the field and press NEXT. This allows the learner an opportunity to log into the learning system again.
2.) If necessary, open the learner's property tab and manually change the Learner's password to something that is easy. Keep in mind that passwords are now encrypted and CAN NOT be viewed anymore.
3.) If the password change is intended to be temporary, enable the Learner_PasswordChange data item and set the CHANGE PASSWORD option to YES. When the Learner successfully logs into the system, they are prompted to change the password.
