Technician or client cannot login to Web Help Desk. Getting error: "Too many incorrect password attempts. Account has been deactivated."

2/3/2020 7:00 PM

2/10/2025 5:50 AM

Web Help Desk by default does not have a limit to the number of failed login attempts but if the limit is set, Web Help Desk will deactivate accounts who meets the invalid login threshold. This limit can be found in Setup > Authentication > Max Authentication Attempts Before Lockout:. 
 

Web Help Desk

Technician or client account reached the 'Max Authentication Attempts Before Lockout' threshold.

For Technician accounts:
- Go to Setup. Techs > Techs > click the technician profile affected
- Click the pencil icon to go to edit mode
- Scroll down to the bottom of the page and tick the 'Active Account' box
- Save

For Client accounts:
- Go to the Clients tab and go to the Advanced Search tab
- Setup a filter to look for the inactive client account:
Clients matching ALL of these conditions = Client = Email Address + Contains
Clients matching ALL of these conditions = Inactive = Yes
- Click the client account
- Click the pencil icon to go to edit mode
- Tick the 'Active Account' box at the top part of the page
- Save

If the steps above does not work, you can go directly to the Web Help Desk Database and run the query below to reset the incorrect login attempts in the database.

For Technician accounts:

-- Scripts are not supported under any SolarWinds support program or service.
-- Scripts are provided AS IS without warranty of any kind. SolarWinds further
-- disclaims all warranties including, without limitation, any implied warranties
-- of merchantability or of fitness for a particular purpose. The risk arising
-- out of the use or performance of the scripts and documentation stays with you.
-- In no event shall SolarWinds or anyone else involved in the creation,
-- production, or delivery of the scripts be liable for any damages whatsoever
-- (including, without limitation, damages for loss of business profits, business
-- interruption, loss of business information, or other pecuniary loss) arising
-- out of the use of or inability to use the scripts or documentation.

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UPDATE TECH SET INCORRECT_AUTH_ATTEMPTS = O WHERE EMAIL = 'accountemailaddress'

For Client accounts:

-- Scripts are not supported under any SolarWinds support program or service.
-- Scripts are provided AS IS without warranty of any kind. SolarWinds further
-- disclaims all warranties including, without limitation, any implied warranties
-- of merchantability or of fitness for a particular purpose. The risk arising
-- out of the use or performance of the scripts and documentation stays with you.
-- In no event shall SolarWinds or anyone else involved in the creation,
-- production, or delivery of the scripts be liable for any damages whatsoever
-- (including, without limitation, damages for loss of business profits, business
-- interruption, loss of business information, or other pecuniary loss) arising
-- out of the use of or inability to use the scripts or documentation.

========================================================================

UPDATE CLIENT SET INCORRECT_AUTH_ATTEMPTS = O WHERE EMAIL = 'accountemailaddress'