SAP Knowledge Base Article - Public

2086751 - How to Unlock a User Who Has Been Locked Out - SuccessFactors

Symptom

  • User is not able to login
  • User receives a message that they reached the maximum number of login attempts

Image/data in this KBA is from SAP internal systems, sample data, or demo systems. Any resemblance to real data is purely coincidental.

Environment

SAP SuccessFactors HXM Suite

Reproducing the Issue

Username and Password

  1. Try to login using Username and Password
  2. The below error message is displayed

clipboard_1394155328607.png

Single Sign-On

  1. Try to login via SSO
  2. Screen goes into a loop
  3. SSO error logs (only accessed by SAP Partners or Customer Support) shows
    • [local user authentication fail for user abcd]
    • Login failed - account locked

Cause

User might be locked out

Resolution

  1. Go to Admin Center 
  2. Under Manage User, click on Reset User Account
  3. Enter the username of the affected user
  4. Click on Search Users

Tip: The red X means that the user is locked out.

          clipboard_139415539443_updated.png

  1. Select the checkbox next to the locked out user
  2. Click the Reset Selected Users” button

See Also

  • Help portal guide: Resetting Accounts
  • KB article 2420640 - Passwords: Configuring Password & Login Policy
  • KB article 2317944 - Partner resources : SAML 2.0 Provisioning guide - Troubleshooting tips and tricks - Common errors and resolution

Keywords

SF, success factors, PLT, platform, BizX, bizx, user is locked out, account locked, authentication fail, admin tools , KBA , LOD-SF-PLT , Platform Foundational Capabilities , How To

Product

SAP SuccessFactors HXM Suite all versions